One of the biggest challenges for growing training providers is that operational knowledge often naturally builds up around one or two people over time.
They become the go-to for reporting questions, workflow changes, template updates, booking processes and finance queries simply because they’ve spent years building experience around how the system works. In many businesses, that setup works well for a long time, creating consistency and giving teams a clear point of support as operations grow.
That was something 20/20 Project Management Training recognised in their own business as they continued growing with accessplanit.
When they first introduced the platform, the priority was putting reliable operational foundations in place. The team needed a central system to manage training delivery, support learners and reduce the amount of manual admin involved in day-to-day operations.
A few years on, the way the business uses accessplanit has evolved alongside the team itself. What originally sat more heavily with one or two key individuals is now much more widely understood across the organisation, with different departments using the platform more confidently and contributing ideas around how processes could work better.
That progress developed gradually through ongoing support, internal collaboration and giving people the confidence to keep improving processes long after onboarding had finished.
Like many growing training providers, 20/20 Project Management Training had naturally developed a structure where a large amount of operational knowledge around accessplanit sat within one key role.
During the earlier stages of using the platform, that worked well for the business. It gave teams a consistent point of contact internally, helped establish reliable processes and meant the organisation always had somebody with a deep understanding of how the platform supported day-to-day delivery.
As the business continued growing, though, more departments became involved in different parts of the learner journey and more people started interacting with accessplanit day-to-day. That created an opportunity to widen knowledge across the team and encourage more people to become hands-on with the platform themselves.
When that team member eventually moved on from the business, it prompted a wider conversation internally around how operational knowledge could be shared more collaboratively going forward.
Rather than simply replacing that central role, the team started encouraging more people across the business to become involved directly, whether that meant updating templates, exploring workflows, building reports or simply becoming more confident finding information for themselves.
“Everything would have gone through one person before. But now people are thinking, actually I could probably do this myself, or I could find this information myself.
We’re seeing a lot more movement now because more people are taking ownership and feeling confident making changes themselves.”
As more teams became involved, accessplanit stopped feeling like something managed behind the scenes by one specialist role and became much more embedded within the wider business.
That wider confidence across the organisation has had a noticeable operational impact. Teams are now able to answer questions faster internally, collaborate more closely on improvements and explore new ideas without everything needing to flow through one central point first.
One of the most interesting parts of 20/20 Project Management Training’s experience is that many of the improvements they’ve introduced weren’t driven by major redevelopment projects or large-scale system changes.
Instead, a lot came from gradually uncovering functionality they already had access to but hadn’t previously explored in detail.
Platform webinars, conversations with the support team and accessplanit’s Knowledge Base all helped spark ideas around how existing processes could work more efficiently.
Importantly, it wasn’t always the headline topic of a webinar that triggered those ideas. Sometimes it was simply seeing how another feature worked or hearing a passing example that got people thinking differently about their own workflows.
“You don’t know what you don’t know until you’re exposed to it. Then you go to something like a webinar and it just gets you thinking. [accessplanit] show something, talk about it, and you start asking, well, could we do this? How would we implement that?
It just got me thinking, and then I’m sharing that with my team and they’re going, ‘actually, that could work’. So it starts those conversations.”
That curiosity has gradually led to much more discussion internally around how processes could be simplified, automated or made more consistent between teams.
Features that had previously been overlooked are now becoming part of day-to-day operations. Task lists introduced through webinar discussions are helping standardise processes, smarter use of filters is making information easier to find, and AI functionality is helping teams surface answers more quickly without manually searching through records.
One workflow introduced recently has already had a noticeable impact on communication between customer service and finance.
“We’ve put in place a payment link workflow where instead of emailing finance, the team can just send it directly. It then notifies everyone when it’s been paid and what needs to happen next.
It just takes that brain space away. You don’t even have to think about it anymore.”
Individually, these improvements may seem relatively small. Collectively, they remove a significant amount of friction from day-to-day operations and create a much less reactive way of working.
As confidence using accessplanit has grown, so has the amount of collaboration happening between departments.
20/20 Project Management Training has started running informal internal upskilling sessions where teams share how they use the platform in practice, helping colleagues understand different workflows and uncover functionality they may never have come across themselves.
Rather than formal classroom-style training, these sessions are focused on practical day-to-day challenges and real examples from within the business.
“We’ve started running internal upskilling sessions, just sharing how we use it across teams. It’s that cross-pollination of ideas where people say, ‘I didn’t know it could do that’ or ‘I’d never look for that information in that way’. That’s been a big shift for us.”
That openness has gradually created a far more self-sufficient operational culture overall. Rather than operational knowledge sitting mainly within one specialist role, teams are now far more comfortable experimenting, asking questions and improving processes collaboratively.
One thing 20/20 Project Management Training highlighted repeatedly was how important it is that learning feels manageable alongside busy workloads.
The shorter webinar format has worked particularly well because people can fit learning around day-to-day responsibilities without needing to dedicate large blocks of time to formal training sessions that may not feel immediately relevant to their role.
When somebody does want to explore something in more depth, they know there are practical resources available through the Knowledge Base, along with a support team that responds quickly and helps remove blockers before they become frustrating.
That combination has made it much easier for people to keep building confidence over time instead of treating onboarding as the end of the learning process.
Another interesting part of 20/20 Project Management Training’s experience is that much of this momentum developed organically.
“I wasn’t tasked with this. It wasn’t like, ‘this is your job, you need to get on with it’.
I just thought, this is going to make my job easier, so I’m going to get stuck in and figure it out for myself, and then share that with the team.”
That mindset has gradually spread across the wider organisation, with more people proactively exploring functionality, sharing ideas internally and looking for ways to improve processes themselves.
For many training providers, that’s often where the real long-term value of a training management system starts to appear. Not simply replacing spreadsheets or automating emails, but creating a more capable and resilient operational team overall.
One of the clearest themes throughout 20/20 Project Management Training’s experience is that implementation is rarely the finish line for training management software.
The setup that works during year one is often very different from what the business needs several years later as teams grow, delivery expands and operational complexity increases.
For 20/20 Project Management Training, continuing to revisit processes and explore new functionality has helped the platform evolve alongside the business itself.
“Don’t underestimate the support that’s needed. As your business grows and develops with a system, there are always going to be requirements to improve and change.
You might think what you’re doing is fine and it works, but actually it’s about asking what more it could do for you. It’s not just settling for that ‘this is fine’ approach, it’s looking at how it can work better for you.”
That ongoing optimisation has helped create smoother internal operations, more consistent communication and a better overall experience for both staff and learners.
What started as a system to manage training delivery has gradually become something much broader: a platform supporting collaboration, continuous improvement and a more confident, capable team across the business.
Book a demo with accessplanit today to find out how we can help your training company to grow and why we are the leading training management system.