How IT-Labs Keeps Training Videos
Up-to-Date and Reduces Repetitive Support Tickets by 20–25%

Alberta, a product of IT-Labs GmbH, helps home-care companies manage documentation and administrative workflows. As the product evolved, the team struggled to keep customer training current. With Trainn, marketing manager Annika Schubert could create and update product videos quickly, building a library customers could turn to whenever they needed to learn—without always contacting support.

The Challenge

Customers repeatedly requested features Alberta already offered. Others followed inefficient workflows, unaware that the software offered an easier way to get their work done. The support team had to fill these knowledge gaps, explaining the same features and workflows over and over.

“Most of them just didn’t know around 50 percent of the platform, and we knew we had to change something.”

Annika Schubert

Marketing Manager, IT-Labs

Customers needed an easy way to discover new features and learn how to use Alberta independently. But with product updates arriving roughly every month, IT-Labs struggled to scale their training efforts:

1. Training stopped with a one-hour onboarding. Project managers trained key POCs, who shared what they remembered with their teams. New employees learned from colleagues, picking up the same knowledge gaps and inefficient workflows.

2. Newsletters on updates went unnoticed. Many customers didn’t read them, leaving useful features undiscovered.

3. Videos took too long to create and maintain. One manually produced video took Annika an entire day, and updating the video meant re-recording from scratch.

“We tried making videos ourselves, but it took a lot of time. We also knew they wouldn’t be up to date in a few months, so we were looking for a solution.”

Annika Schubert

Marketing Manager, IT-Labs

The Solution

IT-Labs used Trainn to create and maintain a library of training videos, giving customers a place to learn without contacting support every time they needed help.

1. Making video creation practical

With Trainn, Annika could record workflows, add visual highlights, and edit individual clips. A typical video took around 40 minutes to create, compared with an entire day for her earlier manually produced video.

This made it easier to build and expand Alberta’s training library.

2. Keeping videos current

When Alberta’s product UI changed, Annika could replace the outdated sections of a video instead of re-recording the whole thing. A small update took approximately ten minutes.

“Our software changes about once a month. With Trainn, we can change just the small parts of the videos where the software has changed. A small update might take ten minutes.”

Annika Schubert

Marketing Manager, IT-Labs

Even small wording or interface changes could be corrected, helping customers follow instructions that matched the software in front of them.

3. Giving customers a reusable place to learn

With the videos, customers had the option to choose between self-serve onboarding and a project-manager session, then return to the videos whenever they needed further guidance.

The library also gave new employees a consistent training resource, reducing reliance on what colleagues remembered. QR-code postcards helped customers access the portal while working in the field.

4. Giving support reusable answers

When familiar questions came in, support staff could send an existing video link instead of writing the same explanation or creating another recording.

“Our support team can send a video link in about a minute, instead of making another video or explaining everything in text.”

Annika Schubert

Marketing Manager, IT-Labs

The same videos could support onboarding, answer questions, and help existing customers learn additional workflows.

The Results

IT-Labs reported fewer repetitive support tickets, more customers choosing self-serve onboarding, and less support demand during customers’ first few weeks.

“We’ve seen a reduction of around 20–25% in repetitive or basic support tickets since introducing the video portal—a promising trend, though we expect this to grow as adoption increases.”

Annika Schubert

Marketing Manager, IT-Labs

• 20–25% fewer repetitive or basic support tickets over approximately nine months. Customers had a training library they could revisit, while support could reuse videos to answer familiar questions.

• 50–60% of new customers chose self-serve video onboarding. Customers could learn independently, with live project-manager sessions still available for those who wanted them.

• 15–20% fewer support tickets during the first three to four weeks. IT-Labs observed lower support demand during “hypercare,” the initial onboarding period when new customers receive priority support and faster responses to help them get started.

Annika also noticed fewer questions about features Alberta already offered—a qualitative sign that customers were becoming more aware of the product’s capabilities.

IT-Labs Monetized Video Training

One larger customer operated under a franchise model and had heavily customized Alberta around its internal business processes. The standard training videos didn’t fully match their environment.

The customer paid IT-Labs an hourly rate to customize the videos. Using Trainn, the team adapted the training to reflect the customer’s workflows.

IT-Labs onboarded the customer’s first franchise location traditionally. Later locations within that same customer’s franchise network onboarded themselves entirely through the customized videos, requiring no further onboarding effort from IT-Labs.

The project generated paid customization work while creating a reusable training resource for the customer’s franchise network.

“The videos have taken the repeated onboarding work off our team. Our ongoing onboarding effort for this customer is practically zero.”

Annika Schubert

Marketing Manager, IT-Labs