Customer Story: Kallipr IoT

When Kallipr’s Captis IoT devices started selling in the hundreds and thousands, a new problem emerged. The product was being installed across remote worksites all over the country — and the PDF installation guide the team had been relying on wasn’t giving customers what they needed to get it right first time.

Failed installations meant support calls. Support calls meant time. And at the volumes Kallipr was operating at, that time was adding up fast.

In-person training was never realistic at that scale. The answer had to be online.

From static PDF to interactive training

The project was led by a Marketing Executive with no background in online learning. Working closely with the engineering team, they mapped the installation process in detail — identifying where the PDF guide was causing confusion and where customers were most likely to go wrong.

The support team was interviewed to capture a clear picture of the most common installation mistakes. Every failure point became a focus area in the new training.

The result was a clean, interactive online course built around detailed product photography, step-by-step video demonstrations and embedded assessments — designed to walk an installer through the entire process and verify their understanding before they touched a single device in the field.

The course launched publicly in August 2020 via a dedicated page on the Kallipr website, with registration and payment for enrolment available directly to the broader customer base.

90% completion — for training nobody had to do

The headline result was a 90% completion rate — on training that was not mandatory. That number reflects something important: the training was engaging enough that people who started it finished it.

The step-by-step structure let users pause and pick up exactly where they left off, removing the need to print and hold onto hard copy guides. Automated email reminders through Tribal Habits nudged incomplete learners at set intervals, lifting completions further without any manual follow-up from the team.

For every completed training instance, the team estimated approximately 30 minutes of support time saved — time that would previously have been spent on the phone walking customers through the process or troubleshooting failed installations.

Confidence at scale

For Kallipr, the 90% completion rate means something beyond an engagement metric. It means they can have genuine confidence that the vast majority of Captis devices being deployed across the country are being installed correctly — by people who have worked through the process before they arrive on site.

Customer support satisfaction has risen. The internal team has more capacity. And based on the success of the installer training, Kallipr is already exploring how Tribal Habits can support software and configuration training for the next phase of their customer education program.