Case Study

A leading property servicing company needed to standardize, track and manage onboarding and performance of its 2,000+ user 1099 vendor network.

See how I led a complex, end-to-end LMS implementation that solved critical onboarding and compliance challenges.

Key Results

<2% Support Requests at Launch for 2,000+ Users
15% Reduction in Error Rates Among Certified Vendors
90% Compliance Rate on Bi-Weekly Communications
1,800+ Vendors Certified via New E-Learning Program

The Client

The client was an integrated service provider and marketplace for the real estate and mortgage industries, specializing in Property Preservation Services.

Their core operation relied on managing the onboarding and performance of a 1099 vendor network of over 2,000 users.

The Challenge

The client’s vendor network had no standard, asynchronous, or trackable onboarding program. This created significant compliance risks & inconsistent quality.

Their LMS requirements were also complex:

Complex User Hierarchy: The network consisted of 1099 businesses, each with three user groups (Admin, Office Staff, Field Staff). The "Admin" for each business needed "sub-admin" rights to manage their own users.
A "Bring Your Own Device" (BYOD) Hurdle: The solution had to be mobile-first and work flawlessly across all devices and operating systems (iOS, Android, Windows, Mac), as the client couldn't dictate the vendors' technology.
Urgent Compliance Tracking: They required a new "Compliance" metric built into their vendor scorecard to track bi-weekly change communication acknowledgments, ensuring new policies were received and understood.

The Solution

I met with stakeholders, SMEs, and the technical team to establish clear business objectives. We then researched and vetted 5 LMS providers and 3 authoring tools, presenting the best options (Grovo, later purchased by Cornerstone) that met the unique technical and pricing needs.
After selecting Grovo, I developed the full implementation plan with the stakeholders & provider. This included setting up and customizing the LMS with their branding, user roles, and building the sub-admin groupings and permissions that allowed 1099 Admins to manage their own teams.
I created the initial 6 core onboarding modules and a system for bi-weekly change communication assignments. I then worked directly with the Vendor Management team to build the logic for the new "Compliance" metric, tying LMS course completion directly to their vendor scorecard.
We thoroughly tested the system for bugs, usability, and cross-platform compatibility. We then launched a pilot to 200 users to gather feedback and make final adjustments before the nationwide rollout.
We managed all internal and external communications to drive adoption, conducted comprehensive training sessions for all user types, and successfully trained the new LMS Administrator to manage the platform post-launch.

The Results

A Flawless, Large-Scale Launch

We successfully launched the Grovo LMS to over 2,000 users with less than 2% support requests submitted, proving the effectiveness of the testing and training program.
90% Completion Rate Achieved

The new system of bi-weekly LMS assignments successfully tracked critical communications, driving a 90% completion rate across the entire 1099 network.
15% Reduction in Vendor Errors

We launched a new e-learning Vendor Certification Program. Over 1,800 users completed the courses, leading to a 15% decrease in errors from the vendor network.