Scaling global expertise with centralized learning
Standardizing product knowledge to drive global growth & service quality
At Halo Service Solutions, providing high-quality IT and software services requires a team that is agile, skilled, and deeply knowledgeable about an ever-evolving product. Learning and development are fundamental to the organization’s mission, ensuring that every employee has the confidence and mindset needed to deliver exceptional customer satisfaction and innovate at pace.
By prioritizing continuous development, Halo Service Solutions empowers its teams to adapt to product changes and maintain the high service standards that define their brand. To execute this strategy effectively on a global scale, they needed a centralized hub that could turn fragmented information into a structured, professional learning experience.
“The CYPHER platform has delivered measurable gains in productivity, accuracy, engagement, and confidence across the organization.”
INDUSTRY
IT & software
COMPANY SIZE
Medium (1,001 - 10,000 learners)
HEADQUARTERS
Suffolk, UK
SERVICES
Software and solutions
The challenge
- Fragmented knowledge stored across multiple platforms
- Inconsistent onboarding quality across different regions
- Reliance on one-off workshops led to low retention
Before implementing CYPHER, Halo Service Solutions faced the common hurdle of knowledge silos. Critical information was scattered across documents, Teams channels, and ad-hoc conversations, making it difficult for employees to find a single source of truth.
This lack of a standardized curriculum meant that different teams often had different interpretations of best practices. Furthermore, as the company expanded, new starters and different regions received varying levels of onboarding quality. Relying on live calls and workshops was not only difficult to scale but also resulted in poor knowledge retention, as learners had no way to revisit the material in a structured way.
“Knowledge was spread across documents, Teams channels, and workshops. New starters or new regions received varying levels of onboarding quality.”
The solution
- Centralized resource hub for the entire global network
- Standardized certification through automated course paths
- Assessments to verify practical product application
To solve these challenges, Halo Service Solutions utilized CYPHER to centralize their resources, making learning materials instantly accessible to their entire global network. This transition allowed for greater knowledge sharing and ensured that every team member, regardless of location, was working from the same playbook.
The implementation of structured course paths and assessments was a turning point. These features allowed the organization to push certifications as a standardized process, ensuring that foundational knowledge was not just delivered, but verified. By moving away from ad-hoc training and toward a digital-first strategy, they created a sustainable model for global growth.
“We now have extremely accessible learning materials that our entire network can leverage. CYPHER has centralised our resources to allow for greater knowledge sharing.”
The results
- Training completion rose from 40% to over 85%
- Onboarding time reduced by up to 60%
- Senior staff reclaimed 15 hours of productivity monthly
The shift to CYPHER has produced quantifiable improvements in both engagement and operational efficiency. Training completion rates for mandatory modules more than doubled, jumping from a maximum of 40% to over 85%. Learners are also spending 50% more time in the platform, signaling a significant boost in engagement and interest in the curriculum.
Efficiency gains have been equally impressive. The time required to onboard new staff in product, support, sales, and partner roles has been slashed by 40–60%. By automating these foundational modules, internal subject matter experts now save up to 15 hours per month that were previously spent re-explaining basic concepts. This has allowed senior staff to focus on high-level strategy while 90% of new hires successfully complete their foundations within their first month.
“Course paths and assessments have allowed us to push certifications as a standardised process. We have seen stronger product knowledge and greater confidence when demoing.”
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