Modernizing Courses to Foster Insurance Companies’ Success

Modernizing Courses to Foster Insurance Companies’ Success

Insurance companies continually need to adapt to change, whether addressing new demands in the markets they serve, countering new competitive services, or complying with new government regulations. Increasingly, these insurers rely on software vendors who can provide both the technology and consulting to effectively manage operations as their industry evolves.

Recently a leading provider of insurance software implemented MadCap’s learning content management system (LCMS) and MadCap Syndicate to create and deliver learning assets that help thousands of expert consultants successfully serve insurance businesses worldwide. Let’s look at the company’s learning and development (L&D) journey.

Insurance Priority: Elevate Technical and Operational Excellence

In its 2025 global insurance outlook, Deloitte observes that, “It is becoming increasingly important for carriers to elevate technological and operational excellence, innovate product solutions, and broaden the insurance value proposition—making the insurance safety net more reliable, accessible, and resilient. By modernizing, and streamlining infrastructure, operations, and business models, insurers can develop a more forward-looking approach to risk modeling, assessment, analysis, and mitigation.”

Technology providers for the insurance industry continuously invest in new and updated capabilities to automate processes, improve decision-making, and align with evolving regulatory and market requirements. Some forward-thinking companies in the sector are now also modernizing the software they use to educate employees, partners and customers on these new developments—quickly and accurately.

Overcoming the Limits of Presentations

For years, a leading insurance software provider relied on Microsoft PowerPoint to create product education courses for its employees, consultants and customers. However, the company’s instructional designers found that the software’s capabilities limited the experiences that they could offer learners. Additionally, creating and updating new L&D content was largely manual, making it inefficient and susceptible to errors. At the same time, because the business’ software is used around the globe, each presentation needed to be translated into multiple languages, leading to additional inefficiencies and costs.

The software company recognized that it was time for a new approach. The team wanted technology that could create a more interactive and intuitive experience for learners, as well as provide a better way to modularize content that would facilitate reuse. Also important was finding a platform that would streamline collaboration and publishing, scale and adapt to meet evolving needs, and simplify the translation process. After evaluating available solutions on the market, the business selected MadCap Syndicate.

Modernizing L&D Content Development and Delivery

Using MadCap Syndicate, the company has established a content management framework to streamline content processes, foster collaboration, and enhance operational efficiency—ensuring that its learning content is easily accessible, well-organized, and can be effectively repurposed.

The insurance software provider started by migrating its PowerPoint-based course content into MadCap. The company now uses MadCap Create to develop and update its learning content. Because this content is structured as a set of modules, the team can repurpose existing content to produce new or updated courses. Additionally, MadCap Create enables instructional designers to produce a range of web-based learning experiences that test comprehension and increase engagement.

Course content created in MadCap Create is then stored in MadCap Syndicate, an enterprise-scale, cloud-based content delivery and aggregation platform. Using Syndicate, the team can push learning content in a range of formats to their learning management system (LMS) for publication. Additionally, the business can take advantage of Syndicate to monitor and refine learner interactions, as well as aggregate content for greater insights across its portfolio of courses.

MadCap Syndicate also supports integration to a range of other solutions, providing the flexibility to add complementary capabilities as the company’s needs change and grow.

Delivering Timely Learning Experiences

In less than two months after beginning to onboard MadCap, the insurance software provider published its first course developed in MadCap Create: an in-depth, four-hour overview. Notably, the team had to reorganize significant portions of content for the course. In the past, this would have been a large manual task. Now, with MadCap Create, the company’s instructional designers could make the changes in just a few clicks.

Already, the efficiencies in content creation are helping the company to make courses available as soon as new product versions are launched. The team also expects to see additional efficiencies in translating courses for different regions. Through the combination of modular content and translation management, the business can reuse previous translations and just focus on localizing new content to save both time and money. The future use of translation application programming interfaces (APIs) will enable some processes to be automated for even greater efficiency.

Most importantly, the efficiencies gained—along with the new insights available—are enabling the insurance software provider to focus where it matters most: optimizing course experiences and value for learners.