Initial rollout
In 12 months
Designed to scale
EPX helps organisations improve building performance and reduce energy use through a combination of technology and expertise.
Its technology can identify opportunities to improve energy efficiency. But customers still need to understand those insights and know what to do next.
EPX has people who can help them do that. But relying on professional services every time a customer needs support isn’t a scalable model.
The opportunity was to give customers more of the expertise they needed to act for themselves.
A major rollout with TAFE NSW brought the challenge into focus.
EPX was rolling out its solution across 150 campuses in NSW. Facilities teams needed more than access to the technology. They needed the knowledge and capability to use EPX’s tools effectively and become more capable energy managers.
EPX saw an opportunity to create a structured learning experience that could support TAFE and, ultimately, be extended to other customers.
Customer education became part of the strategy for scaling the business.
EPX Academy was designed as a structured, self-paced learning experience connected to EPX’s technology and tools.
The initial program includes four streams of training and education, made up of courses and lessons released progressively over 12 months.
Rather than relying on EPX’s team to transfer the same knowledge customer by customer, facilities teams can build that capability themselves.
EPX knew its technology and customers. HowToo brought the learning expertise, platform and process to turn that knowledge into a scalable Academy.
HowToo worked with the EPX team to create the learning blueprint, structure the Academy and develop the first stream of learning content.
The goal wasn’t simply to put information online. It was to work out what customers needed to be able to do, and create a learning experience that helped them get there.
For EPX, the process was collaborative and, in Ian Robinson, Head of Sales (APAC) and Customer Success (Global)’s words, “pretty seamless.”
Workshops helped HowToo understand EPX, its customers and what the Academy needed to achieve. From there, the teams worked together on the blueprint, content and delivery.
And the early response?
“The output looks great. Our client stakeholders are loving it.”
The bigger opportunity is customer self-sufficiency.
If customers can learn how to interpret EPX’s insights, use its tools and act on energy-efficiency opportunities themselves, they can rely less on EPX’s people and professional services for day-to-day support.
For EPX, that creates the potential to:
Customer education becomes more than training. It becomes part of how EPX scales.
No. It changes where human expertise is most valuable.
Not every question or task needs an EPX expert.
Structured education can give customers the foundational knowledge and capability to do more themselves, while EPX’s specialists can focus their time where their expertise adds the most value.
It’s a shift from repeatedly transferring knowledge to building that knowledge into the customer.
That’s exactly what EPX is exploring.
EPX isn’t a pure-play software company. Its model combines hardware, software and professional services.
By helping customers become more self-sufficient, EPX sees an opportunity to scale its technology across a wider group of customers and buildings without relying on people to deliver every part of the customer experience.
As Ian puts it, “doubling down a bit more on the software side can help us scale.”
TAFE NSW is the starting point.
EPX is already considering how the Academy could extend to more customers, including its international customer base.
Over time, it could even become an additional product within the EPX offering.
The bigger idea is simple: as EPX’s technology scales, customer expertise can scale with it.
If your product needs expertise around it to deliver value, ask:
Scale the technology. Scale the customer expertise with it.
“Having the Academy and a learning system in place is really important for us so that we can ultimately scale our technology to more businesses over time.”
Agility Digital replaced repetitive customer training and lengthy manuals with structured, self-directed learning in HowToo, dramatically reducing support tickets while helping customers get more from their HubSpot and Salesforce solutions.
Tensis reduced 20+ hours of face-to-face customer training to under six hours of self-directed learning, helping customers get confident faster while freeing their team to focus on implementation.
EventsAir partnered with HowToo to rebuild its customer academy alongside a major product redesign—creating an engaging, flexible and integrated learning experience that lifted completion, reduced support load and reinforced EventsAir’s leadership in customer education.
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