The Challenge: Training across a product where “everyone’s workflow is different”
AgentSync works in insurance tech and supports customers ranging from standard implementations to large, highly configurable enterprise orgs. That variability creates a training problem: even strong documentation can fall short when a customer’s screens and workflows don’t match the “standard” version.
Monica tries to avoid building customer-specific content where possible—but sometimes it’s unavoidable.
“Our product is highly configured… sometimes they really do need those iorads to understand how their workflow works.”
On top of that, some customers are low-tech and prefer tangible, step-by-step references (classic “user guide” culture), which doesn’t always map cleanly to a modern academy-only experience.
The Shift: From manual screenshots to rapid, reusable walkthroughs
Before iorad, Monica’s process was mostly screenshots stitched into guides (sometimes with tools like Monosnap). iorad made the same outcome dramatically easier to produce—especially for procedural “how-to” content.
“iorad definitely made that a lot easier.”
Her team now places iorad where customers already learn:
- Skilljar (customer education)
- Rise (rapid content development)
- HubSpot (help center articles)
And internally, iorad sometimes becomes the fastest way to communicate release-related steps—especially for post-install flows tied to Salesforce.
The Outcome: Clear job aids customers ask for—and sometimes ask to “borrow”
The feedback from learners is consistent: customers love the walkthroughs because they’re direct, step-by-step, and feel like exactly what they needed in the moment.
“Customers really like them… they like job aids, they like references.”
“A customer actually asked if they could have access to our iorad tool.”
That demand comes from a real emotional driver during implementation: customers can feel anxious when a build feels hands-off (“tell us requirements → we build → you test”). Walkthroughs create a more guided, hands-on experience inside the product context—even when the implementation process is complex.
“It helps people feel a little less anxious in the product.”
Monica also sets expectations up front when a guide can’t match every configuration perfectly:
“This doesn’t look exactly the same… but here’s how to do your specific thing.”
Why it worked: Step-by-step beats “perfect production” in the moments that matter
For AgentSync’s audience, the win isn’t fancy media—it’s clarity and speed:
- Fast creation (keep up with implementation realities and change requests)
- Procedural clarity (“click, copy, click, copy”)
- Flexible outputs (embed in LMS/help center, share a link, export/print when needed)
Monica noted she uses iorad mostly for click-through walkthroughs (not full simulation mode yet), but still gets high value because customers want straightforward steps and fast answers.