CUSTOMER ADOPTION • PRODUCT ENABLEMENT
Increasing platform
adoption through scalable customer education
How I created a recurring customer education program that translated complex MLS tools, rules, and workflows into concise, actionable training for more than 3,700 users.
45.5%
fewer support requests over four months
11%
increase in active
utilization
3,700+
users served
Members were underusing valuable MLS capabilities and frequently making avoidable mistakes that resulted in compliance issues and repetitive support requests. Traditional classes were too long or infrequent to address emerging questions quickly, creating a need for shorter, more accessible product education.
The challenge
Created and launched the MLS Mastery Micro-Training webinar series.
Developed the campaign name, visual identity, messaging, and promotional materials.
Used recurring support questions and compliance trends to select training topics.
Designed a year-round curriculum of focused 20- to 30-minute sessions.
Translated complex platform features and MLS requirements into practical instruction.
Coordinated member communications, live delivery, and reusable educational content.
What I led
MLS Mastery provided members with short, focused training throughout the year. Each session addressed one or two timely topics, included live questions, and gave users steps they could apply immediately.
Topics included smarter platform searches, accurate listing entry, lockbox accountability, market statistics, listing statuses, compliance, and production reporting. The repeatable format allowed the program to respond quickly to member needs while building a growing library of self-service resources.
The solution
Helped shift member support from reactive troubleshooting toward proactive education.
Increased awareness and use of MLS tools and features.
Gave members practical guidance for avoiding common errors and compliance issues.
Created a scalable customer enablement program that could be repeated and expanded.
Contributed to a 45.5% reduction in support requests over four months while active platform utilization increased 11%.
The outcome
My role
Monica Decker
Director of MLS &
Platform Operations
• Customer adoption
• Product enablement
• Curriculum strategy
• Campaign development
• Webinar delivery
• Customer communications
• Support trend analysis
• Performance measurement
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