Business Challenge

The client needed a training partner to help them implement the Microsoft Dynamics™ Customer Relationship Management (CRM) application.

PSAV selected CRM as a growth strategy that drives revenue growth, rewards sales performance, and provides a way to retain lasting customer relationships. Based on our extensive experience in designing and rolling out training for customer relationship managers, we completed a needs assessment to identify the skill and knowledge gaps that linked to the client’s vision.

TrainSmart Solution

TrainSmart laid out a strategy for implementing a proprietary customer relationship management tool and related training that focused on instructional design services, documentation development, e-learning solutions, a Train-the-Trainer course, and fulfillment.

We developed materials to support multiple software releases, business processes, and roles.  Each set of materials had a unique facilitator and participant guide, job aids, and assessments.


Success! A phased approach was used to allow for the management of the implementation, as well as have internal subject matter experts provide training and support in each discipline.  The modularized design continues to be leveraged to support software upgrades.

Client Testimonial

“The TrainSmart Team” was an integral part of the implementation team.  They are creative, and supportive and produced a finished product that allowed the PSAV internal subject matter experts to rollout out the training in an innovative phased approach.  The job aids and scripted facilitator guides were exactly what we needed to deliver consistent training. We recommend TrainSmart for their talent and awesome customer service.”

– V.P. Business Relationship Management