FM:Systems delivers powerful workplace and facilities management software for enterprise clients with complex, high-stakes environments. But with a product suite that’s robust and sometimes overwhelming, the team faced rising pressure to reduce support volume, train users faster, and keep up with constant UI updates.

Jessica Cellitti, Director of Training at FM:Systems, led the charge to modernize their learning strategy. Her team needed a tool that could match the pace of product change without the production lag of traditional video. They chose iorad to bring simulation-based learning into their LMS, customer success programs, and conference demos.

Challenges

Before integrating iorad tutorials into their enablement workflow, FM:Systems faced several roadblocks to delivering effective customer training:

Time-Consuming Video Production

Training content was previously produced using Camtasia, which proved inefficient for a rapidly evolving product. Each update required a full re-recording process, significantly delaying releases and increasing the strain on already stretched resources. What could have been a simple two-minute update ballooned into weeks of production time, severely limiting agility.

“A two-minute Camtasia video could take weeks. Now we make a bunch [in iorad] in minutes.”
— Jessica Cellitti
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Clunky LMS Experience

FM:Systems initially evaluated WorkRamp to modernize their learning infrastructure but failed to secure full internal buy-in. As a compromise, they retained their existing LMS, Docebo, but negotiated for iorad as a way to boost its usability. This workaround gave the training team the flexibility to deliver a high-quality experience without waiting for a full platform migration.

“We didn’t get the LMS we wanted, but iorad made Docebo work.”
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Non-Intuitive UI for End Users

The FM:Systems Workplace platform is powerful but complex, often requiring users to follow specific, detailed steps to complete simple actions. Many new users struggled to navigate the interface without direct support, leading to onboarding friction and unnecessary support requests.

“It’s a powerhouse of a platform—but not easy to learn.”
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Solution

To solve for scale, interactivity, and ease of updates, FM:Systems embedded iorad across the training journey:

Interactive, Step-Based Tutorials

iorad allowed the team to replace static slides and long-form videos with guided simulations that walked users through each click and keystroke. By mimicking the real in-app experience, iorad gave learners a safe, controlled environment where they could build confidence without needing access to a test system.

“It mirrors our app exactly. Click here, type this… just like the real thing.”
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Live-Capture with SMEs

Instead of scripting, storyboarding, and editing videos over multiple weeks, the FM:Systems team shifted to real-time capture with subject matter experts. They’d sit down together, record the workflow in iorad, and apply light polish post-recording—compressing weeks of effort into a single collaborative session.

“We sit down and bang it out in one go. The speed is unmatched.”
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Tutorials Embedded in Every Touchpoint

iorad tutorials were not limited to formal courses. The team used them throughout the customer journey—in onboarding, implementation, internal documentation, and even during their annual user conference. These bite-sized, task-specific modules acted like guided sandboxes, helping users take action immediately.

“People were thrilled. It’s like a focused sandbox they can practice in safely.”
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Results & Impact

Faster Turnaround, Lower Production Burden

iorad helped FM:Systems dramatically reduce the time needed to produce training content. What previously required several rounds of editing and QA could now be published within the same day, allowing teams to keep pace with product updates without sacrificing instructional quality.

Improved Customer Experience at Scale

The integration of iorad elevated the training experience at the FM:Systems user conference, where attendees were able to complete real-time tasks using embedded simulations. This hands-on approach resonated with both customers and executives, reinforcing the value of interactive content.

Content Reuse Across Functions

The success of the training team spurred adoption across the organization. Solution consultants, support staff, and even marketing teams began leveraging iorad tutorials to educate stakeholders, troubleshoot issues, and differentiate product features.

“Other departments are now buying their own licenses.”
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Support Ticket Reduction & Faster Answers

Instead of lengthy support emails or one-off calls, the team now uses iorad to send clickable tutorials that resolve user issues instantly. These tutorials are also being added to the company’s knowledge base, helping scale self-service.

“We just shoot back a tutorial. I want them in our knowledge base next.”
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Effortless Content Updates

When UI changes occur, the team can update just the relevant step in a tutorial rather than recreating the whole asset. This modularity keeps content fresh while dramatically cutting rework time.

“We just update the piece we need. It flows wherever it’s embedded.”
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Key Takeaways

Simulation Beats Narration

iorad’s interactive tutorials gave users a way to learn by doing, reducing reliance on long videos or PDF guides. This boosted engagement, minimized confusion, and made training content more actionable.

One Session = Publishable Content

Capturing and editing tutorials in a single meeting became the norm. The simplicity of the workflow empowered the training team to produce content faster—without bloated production timelines or specialized tools.

Cross-Org Use Signals Value

iorad’s utility extended beyond customer training. Its adoption across departments—from product marketing to support—validated its broad usefulness and reinforced FM:Systems’ investment.

Always Current, Always Accurate

Instead of managing version control across dozens of video files, the team relied on iorad’s step-based editability to keep tutorials in sync with product changes. This kept content aligned without constant reinvention.

Customer Training That Feels Like the Product

By mimicking the actual app experience, iorad helped users internalize workflows more intuitively. This accelerated onboarding and built confidence from the first click.