Case Study: The Toro Company boosts customer satisfaction and certification efficiency with Absorb LMS

How Absorb LMS can transform your training programs

The Toro Company, a global leader in outdoor equipment, needed a scalable, consistent certification program for its distributor network to improve service quality, reduce technician turnover, and boost business metrics like “fix right the first time,” repair turnaround, and customer satisfaction. Distributors struggled to navigate Toro’s large course library and requested a clear learning path with recertification, role-based progression, and better reporting.

Toro built the program in the existing Absorb LMS, creating Level I–IV competencies, RED Certified badges, automatic enrollments, observation checklists, and integrated SkillSoft content, with Analyze dashboards for custom reporting. Within six months over 75% of applicable learners were enrolled and all distributors were active; 170 participants advanced levels in eight months. Key improvements include technical assistance volume falling from 553 to 450, customer satisfaction rising from 9.2 to 9.3, average repair turnaround dropping from 8.75 to 7.26 days, and technician utilization increasing from 69% to 72%.

The Toro Company

Angie Branum

Service Education and Training Manager