The Challenge: SOPs built on screenshots and manual upkeep
When Knowledge Business Services launched its L&D function in 2023, the existing documentation was exactly what you'd expect: PDFs with numbered steps and screenshots that went stale every time a platform updated. Someone had to go back in, manually rework every step, and hope nothing slipped through. There was no LMS, no structured onboarding, and real risk of institutional knowledge walking out the door as employees retired or moved on.
"Three months later when the platform changed, someone would have to go and manually update all that stuff."
The team's mandate was clear: get the company an LMS, build out SOPs, and get people trained before the knowledge walked out the door. They went live with WorkRamp in 2022, and iorad came with it.
The Shift: SMEs building in the flow of work
What changed wasn't just the tool. It was how the L&D team used it to pull knowledge out of subject matter experts without turning it into a project.
Early on, Jimmy and his colleagues would sit in a room with an SME and coach them through their process. That worked, but it didn't scale. They got smarter about it: give the SME a license, do a 20-minute orientation, and let them build the tutorial while they're doing the actual work. L&D takes the draft, cleans up the language to match internal conventions, and pushes it live.
Six floating licenses rotate in and out across the business this way. SMEs get access when there's a project, then hand the license back when the build is done. The feedback from those contributors has been consistently positive. The tool asks them to click through their own process, and iorad does the rest.
That approach powered new-hire onboarding curricula, compliance training, and a full library of external-facing tutorials built directly into RAMPxchange, the company's cybersecurity and risk management marketplace, so customers can learn how to create solicitations, navigate the platform, and complete key processes without calling in for help. About 20-30 tutorials live natively on that platform today.
The Outcome: faster ramp, self-serve reinforcement
The clearest return shows up in onboarding. Every new hire, regardless of role or company within the family, goes through a standardized iorad-based curriculum covering things like how to submit PTO, how to update personal information in the HR system, and how to navigate key tools from day one.
The value of iorad also extends beyond onboarding into ongoing software adoption. The MSP team uses an internally developed vendor management system called dotStaff, and every time new features are released, the L&D team creates iorad tutorials to prepare employees for the changes. Instead of relying on release notes or lengthy documentation, team members can work through guided walkthroughs that show exactly how new functionality works and how it fits into their day-to-day responsibilities. That helps employees adopt new features more quickly and use them effectively to better serve clients.
Jimmy also launched external expense-form training for MSP clients. Those interactive tutorials give customers on-demand guidance for completing key processes without relying on support, and the team is about six months away from measuring how many support requests that content has displaced.
Why it worked: muscle memory over passive viewing
Jimmy's framing of why the format works is worth taking seriously for any L&D team weighing iorad against video or documentation:
"You can watch something a thousand times. You've really got to do it to learn."
The click-through, step-locked structure forces learners to actually perform each action. If a step requires a right-click, a left-click won't advance them. That constraint is the feature. It builds confidence through repetition in a sandbox before anyone touches a live system, and it means when someone hasn't touched a process in six months, they can refresh their memory by doing it, not just reading about it.
The approach also changed how SMEs think about documenting their own work. Because subject matter experts create the first draft themselves, they retain ownership of the knowledge and processes they've developed, while L&D helps refine the content into a consistent learning experience. That has helped overcome a common challenge: people aren't always eager to hand over the keys to the way they work.
Instead, they're empowered to translate their expertise into scalable, repeatable training that benefits the broader organization. Once they see how quickly iorad captures a process in the flow of work, documenting knowledge stops feeling like an extra task and starts becoming part of the work itself.