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Plan

Timeline: Now – December 2025 (6+ training sessions per Utility; 5+ champions per utility)
Owner: Training & Adoption Specialist
Deliverables:

  • Role-based training modules (Billing, Metering, Service order, O&M, Asset, CXO's, Admin)
  • Recorded video walkthroughs & step-by-step job aids
  • Champion program: min. 5 champions per utility
  • Adoption dashboards tracking feature usage >70%
  • CSAT Survey

Support needed from other teams:

  • Product: Feature deep dives for training material
  • Marketing: Design support for documentation/videos

Review Process:

  • Post-training survey (CSAT >80%)
  • Monthly adoption report review with CSM Lead
  • Quarterly audit of training content for accuracy

Dependencies: Customer time availability, updated product features

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