Bongo Learn + ServiceNow Customer LMS Case Study

ServiceNow, a Fortune 500 company, faced challenges in scaling its certification training program due to manual feedback processes that delayed learning and burdened administrators. The program, designed to develop professionals’ technical and communication skills, required consistent feedback, but slow workflows hampered this process. ServiceNow partnered with Bongo and Intrepid by VitalSource to integrate their learning management systems and streamline the feedback process.

By using Bongo, participants submitted audio and video presentations, receiving automated AI feedback on aspects like pacing, tone, and content, as well as detailed reviews from peers and instructors. This improved feedback frequency, with learners receiving up to 14 feedback opportunities instead of just one.

The integration led to a 30% increase in certification exam pass rates, a 39% reduction in administrative workload, and shortened the program duration from 33 to 20 weeks. With a 2x increase in capacity, ServiceNow’s revamped program resulted in a $1M annual revenue boost. Bongo helped create a collaborative and efficient learning environment, allowing participants to refine their skills and prepare for real-world client interactions.