Case Study: FirstService Residential unifies North American training and modernizes learning with Adobe Captivate Prime

FirstService Residential unites North American training programs with Adobe Captivate Prime

FirstService Residential, a North American residential property management company founded in 1987 with 15,000 associates, needed to modernize and consolidate training across multiple regions and legacy business units. Their old LMS constrained course delivery, tracking, external participation, and the shift to remote learning driven by COVID-19 made it critical to scale digital, role-specific training and instill a consistent customer-first mindset.

They implemented Adobe Captivate Prime to create a single, branded FirstService Residential University with mobile QR check-in, gamification, interactive modules, and data-driven reporting. The platform unified curricula across North America, moved roughly 80% of courses to digital formats, boosted learner engagement and knowledge retention, improved training experience scores (1.4% increase in 2020 vs 1.1% in 2019), and simplified compliance tracking and program measurement.

FirstService Residential

Claudia Eftimie

National Director for Training and Organizational Development