Case Study: Vermont Department of Liquor and Lottery achieves a 90% reduction in support calls and streamlines compliance training with Bridge

How the Vermont Department of Liquor and Lottery (DLL) moved its program to Bridge to escape an overwhelming customer support situation caused by the limitations of its legacy solution

The Vermont Department of Liquor and Lottery (DLL), which oversees statewide alcohol and tobacco sales and requires mandatory training and biennial recertification for licensees, struggled with a decade-old open-source LMS that was unintuitive and unscalable. As the program grew—especially among large client organizations—the legacy platform generated a rising volume of technical issues and customer support calls that diverted the team from content creation and other priorities.

In 2017 DLL moved to Bridge LMS, implementing an integrated ecommerce storefront, API-based completion tracking, branded sub-accounts, role-based permissions, analytics and advanced video. The result was a much smoother user experience and self-service for large clients, reliable SCORM handling with Bridge support, and a 90% reduction in support calls, freeing staff to focus on improving training and certification management.

Vermont

Jen Fisher

Education Manager