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Case Study

A multi-state property servicer needed to solve two major problems: a slow, manual onboarding for their 800+ 1099 vendor network and no learning system for training their internal employees.

See how we implemented a single Docebo LMS to serve both audiences, cutting vendor onboarding time and increased new hire satisfaction.

Key Results

  • 2 Weeks to 5 Days Reduction in 1099 Vendor Onboarding Time

  • 60% Increase in 1099 Onboarding Compliance

  • 25% Increase in Internal New Hire Satisfaction Scores

  • 7 Internal Roles with New Standardized Onboarding Plans

The Client

The client was a multi-state property servicing provider that used its proprietary software to onboard, manage, and dispatch work orders to a 1099 vendor network of over 800 tradesmen and tradeswomen.

The client was facing critical inefficiencies on two fronts, both stemming from a lack of a central training system.

The Challenge

The client was facing critical inefficiencies on two fronts, both stemming from a lack of a central training system.

  • External Vendor Onboarding: The process for their 800+ 1099 vendors was manual, inconsistent, and slow. It took an average of two weeks to gather documentation, review the software, and meet on-site, creating a significant bottleneck to growth.

  • Internal Training Void: The company had no Learning Management System (LMS) to track internal training, including annual compliance, new hire orientation, or role-specific development.

  • Complex Technical Needs: A single LMS would have to solve both problems, requiring a complex architecture that could permission off users, content, and admin rights based on role (internal vs. external) and location (6 markets). It also needed SSO integration with their proprietary app.

  • Performance Management: The client also wanted to develop a scalable program to coach and track the performance of under-performing vendors.

The Solution

  • I met with stakeholders, SMEs, and technical staff to define success. I then researched and vetted 5 LMS providers against their complex needs (dual-audience permissions, SSO, and sub-admin hierarchies). Docebo was selected, and we secured the contract three months ahead of schedule.

  • I developed a comprehensive 3-year product roadmap. I then customized the Docebo platform, building complex user groups for sub-admins (Vendor Managers), branding, automated reporting, and the critical SSO integration.

  • We created a new, streamlined onboarding program with Articulate e-learning courses, LMS assessments, and a hybrid on-site evaluation for the vendor's first job.

  • We built a scalable Vendor Performance Program from scratch, including a new Vendor Scorecard, Tier 1 & 2 training catalogs (10 courses), and custom "Pro Market" dashboards for quarterly evaluations.

  • We created a 1-week general new hire agenda, built a full Compliance Learning Plan with 7 courses, and developed specific Learning Plans for 4 key business units (Field Operations, Office Construction Manager, Vendor Management and Internal/External Sales).

  • We standardized onboarding for 7 distinct internal roles by developing core competencies, 30/60/90-day milestones, and tailored LMS Learning Plans.

The Results

  • Vendor Onboarding Slashed by 50%

    We cut the average 1099 contractor onboarding time from 2 weeks to just 5 days and increased onboarding compliance by 60%, allowing the client to scale their network faster.

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  • Improved New Hire Readiness

    We standardized onboarding for 7 distinct roles, leading to a 25% increase in new hire satisfaction scores and consistent positive feedback from hiring managers.

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  • Scalable & Centralized Platform

    I successfully designed and implemented the Docebo LMS to support 500 users/month, streamlining the entire contractor lifecycle with SSO, auto-enrollment, and integrated performance management.

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Testimonial

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"Paul did much more than just launch Docebo. He partnered with me and our Development team to overhaul the entire workflow— helping to move document gathering inside our app, automating vendor orientation assignment, communication & reporting, as well as building a new performance management program to help us maintain vendor quality. That complete revamp is how we were able to decrease onboarding from two weeks down to five days."

- Celeste Quraishy, SVP Growth

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