HeyCentric’s mission is simple: to make income management simple. Recognising the frustrations of payment management and a clear need for a modern, cost-effective, and simple cash management solution, HeyCentric created its next-generation software: the HeyCentric Income Manager.
HeyCentric is a dynamic technology company that offers an easy-to-use payment system, allowing organisations—primarily in the public sector, such as local government—to manage regular payments in a multitude of ways. This includes online web payments, automated telephony payments, in-person payments, and agent-assisted telephone payments.
The IM is a powerful payment provision and income management solution. The team, composed of experienced business analysts, software developers, engineers, and project managers, several with public sector experience, drew on their extensive experience in payment and digital solutions to develop a product that meets the complex needs of business users while remaining intuitive and flexible for both customers and citizens.
The Project
The central challenge for HeyCentric was scalability. Although the company had successfully created a powerful product, it struggled with a resource-intensive and inconsistent training model. The primary obstacles included the inefficient resource allocation where high-value lead consultants handled client training in a ‘train the trainer’ format.
This was a non-scalable use of expert time and prevented these consultants from focusing on core strategic activities. Furthermore, clients suffered from inconsistent end user training as there was no standardised training material for the customer trainers to use, forcing reliance on “ad hoc documentation”. The lack of a knowledge base directly led to high support costs and ticket volume, as users frequently contacted the Support Desk for specific “how-to” queries. In addition, client organisations faced onboarding difficulty for new employees due to the lack of a ready-to-use, comprehensive resource.
The core objective was clear: to transition from this inefficient model to a scalable, self-service support platform, providing clients with a searchable knowledge base and role-specific eLearning to offer first-level support, thereby deflecting support tickets before they reached the helpdesk and boosting overall customer confidence.
“We were heavily reliant on our lead consultants for every customer training session. This wasn’t scalable, it took them away from strategic development, and it led to inconsistent customer knowledge. Our clear objective became finding a self-service solution that could offer consistent, first-level support to everyone.”
Jeremy Beresford
HeyCentric Head of Programme
The Solution
HeyCentric partnered with Larmer Brown to implement a digital learning strategy centred on two core products: dominKnow | ONE for content creation and the Larmer LRS, a learning record store (LRS) and learner portal for hosting, management, and tracking. dominKnow | ONE was chosen for its capability to easily produce high-quality, standardised eLearning content, particularly software simulations, focusing on critical, often non-daily, IM transactions. The development process involved working closely with HeyCentric Subject Matter Experts on building initial prototypes for client approval, ensuring all content was accurate and aligned with the IMS interface before full-scale production. The resulting content was robust, covering 41 Capture (dominKnow | ONE simulation recording tool) recordings across a comprehensive Knowledge Base course and five role-based eLearning courses (for roles like E-Returns, Admin, and Cashier).
A crucial aspect of this solution was the content architecture. Software simulations were recorded in a live IM environment and offered learners an interactive training experience via several play back modes for each process; See It, Try It, Practice It and a printable guide. Developers also created a centralised glossary of terms and applied role-based tags to all assets, enabling users to search and filter content relevant to their specific role, greatly enhancing the efficiency of the self-serve platform. Furthermore, the role-based courses shared their core content with the knowledge base, meaning that updates to any single procedure, simulation, or document instantly applied across all linked instances, guaranteeing consistency and easy maintenance.
The delivery and management were handled by the Larmer LRS, which was implemented as a cost-effective hosting and tracking platform. A crucial element of this solution involved creating separate, standalone LRS instances for each customer utilising the content portal. This bespoke approach allowed HeyCentric to personalise the platform with the customer’s own logo, fostering a greater sense of trust, and efficiently manage user access while being able to track specific KPIs like the number of active users and course hits individually for each client. While no major obstacles arose, there was a learning curve, especially in content development; initial scripts required revisions as the Team became familiar with the style of learning and development standards were refined to improve user experience with custom colours and fonts to clearly highlight required actions within the simulation material.
The Outcome
The project successfully delivered a fundamental shift in HeyCentric’s client support model, moving the company towards a truly scalable self-serve system. The dependency on lead consultants for repetitive, initial training was eliminated. The dominKnow | ONE content, deployed via the LRS, now serves as the primary on-the-job, first-level support. It is considered so vital that, as the client noted:
“The training content for the live product forms part of the HeyCentric Team’s Sales presentations. They are also using it as a confirmed step in their implementation phase during Integrated System Testing, and User Acceptance Testing phases.”
Customer adoption and internal endorsement have been overwhelmingly positive. The material has been “very well received” and the administration side have praised the ease of setting up new customers. The leadership team was particularly pleased, with the client noting they were “super, super chuffed” with the results, a sentiment cemented by the decision to move forward with an annual license for the LRS.
In terms of measuring success (KPIs), HeyCentric is now able to resolve support tickets by directing customers to the IMS eLearning via the client’s own LRS portal. The primary function of the LRS is to provide extensive analytics. The dominKnow | ONE material contains xAPI statements which are tracked by the LRS and presented either via a customised dashboard, a selection of graphics or a dynamic report. For HeyCentric, the key metrics being tracked include courses and modules with the most hits by client and a graphical representation of activity over time and consolidated analytics for all clients by course, module and date. The LRS can also be used to identify number of attempts, percentage success rates and completion rates. As of the most recent update for HeyCentric, across 17 clients, there were 134 active users leveraging the resource.
The Future
The project’s success has cemented the digital learning strategy as a core part of HeyCentric’s business operations. Looking ahead, the company is committed to content maintenance and expansion using dominKnow | ONE and will require new versions to manage a major upgrade to the Web Payments module.
The collaborative approach proved highly effective, streamlining the content creation process.
“We plan to seek further assistance from Larmer Brown for future recording and content creation, as we found it much easier and more efficient to work with their experienced team on this.”
Nikki Woltz
HeyCentric Project Administrator
This positive experience reflects the successful working relationship and the ease of achieving project goals through focused collaboration.
Immediate upcoming content needs include development for two new IMS modules and translation of content into Canadian French and Welsh, to support growing market needs.
Finally, the success of the client-facing solution has led HeyCentric to plan discussions with their HR team about potentially expanding the use of dominKnow | ONE and the LRS for their own internal Learning & Development (L&D) and training purposes.
