When a new B/OSS platform goes live, success isn’t defined by the software alone—it’s defined by the people using it. Yet, lack of effective training remains one of the top reasons implementations fall short. Too often, teams are left overwhelmed, underprepared, and uncertain of how to maximize the investment they’ve made.
At IDI Billing Solutions, we’ve seen firsthand how the right training transforms that story. That’s why IDI University (IDIU) has been a cornerstone of our customer experience for years — offering in-depth, flexible, and personalized instruction that empowers communications teams from day one and continues to support them long after go-live.
Over the past five years alone, we’ve delivered more than 800 training sessions, totaling over 1,350 hours of instruction — each designed to help teams feel confident and capable as they work within a system that often serves as the backbone of their operations.
Built Around The Way People Learn
Everyone learns differently. Our approach blends the best of all worlds—live sessions (on-site or virtual), interactive demo environments, written guides, and on-demand recordings — so learners can engage in the way that fits them best.
With ongoing access to session recordings, refresher courses, and our online Knowledge Center, training doesn’t end when the implementation does. Teams can revisit materials whenever they need a boost or bring new hires up to speed quickly.
But what truly makes our program work is the human element. Our instructors create a space where learning feels approachable, not intimidating. One participant captured it perfectly:
“Whether it be in-person or via online training sessions, you are guaranteed an engaging and positive atmosphere. This fosters an environment where you drive the content while simultaneously providing a safe and nurturing arena for questions by all participants.”
Training That Fits: Right Time, Right Team, Right Approach
Timing That Supports, Not Overwhelms
Training is most effective when it happens at the right moment. Deliver it too early, and details are forgotten. Too late, and users are frustrated. That’s why IDI follows a “just-in-time, just-enough” model — delivering the right content to the right people at the right stage of implementation and beyond.
This modular, phased model is guided by close collaboration between our training team, project managers, and our customers. Together, we assess when teams are ready to learn new features or workflows and tailor the training accordingly. It’s a thoughtful, responsive process that respects your team’s time and capacity and helps build momentum as the implementation progresses.
Customization That Drives Real Adoption
Of course, timing is only half the story. True success comes from training that reflects how your business actually operates.
No two providers are alike, so we don’t rely on cookie-cutter content. Our Training Department partners with Professional Services to understand each customer’s workflows, team structure, and goals, then builds a training plan that fits.
That might include annotated screenshots, step-by-step walkthroughs, or hands-on exercises drawn directly from your environment. This level of customization helps eliminate bottlenecks, spread knowledge across teams, and ensure every user — from billing specialists to customer care reps — feels confident and capable.
And because training isn’t a one-time event, our account management and service teams stay connected to identify new needs as your business grows.
Why It Works — And Keeps Working
IDI’s training succeeds because it’s people-first and purpose-driven. It’s flexible, collaborative, and grounded in how communications teams actually operate. Our subject matter experts don’t just teach platform features — they help teams understand how those features fit into their business.
It’s about building confidence, reducing friction, and empowering teams to succeed long after go-live. As one customer put it:
“Working with IDI, you feel that they are vested in your success and will do whatever they can to assist you along the journey.”
That sense of partnership is what makes the difference in turning training into transformation.
Always Evolving, Always Improving
Technology doesn’t stand still — and neither do we.
As our platform grows and evolves, so does our training. We work closely with our Product and Engineering teams to keep materials up to date, align content to each customer’s version, and reflect real-world use cases.
We also make feedback a core part of the process. Whether shared in sessions, through account managers, or at user conferences, customer insights continuously shape how we train. Lessons learned become best practices that benefit the entire IDI community.
And we’re always exploring what’s next — new formats, deeper analytics, and more personalized learning paths — to make training more engaging, measurable, and effective.
Let’s Build Something That Lasts
At IDI Billing Solutions, we’re not just here to help you go live — we’re here to help you thrive.
With a learner-first philosophy, a flexible delivery model, and a commitment to continuous improvement, our training programs are designed to support your team every step of the way. And because each plan is tailored to the specific modules and workflows your team will actually use, you’re not investing in generic content. You’re getting focused, relevant instruction that delivers real value and lasting capability.
Ready to build a stronger, more confident team?
Discover how IDI’s training programs help providers get the most out of the systems that power their business. Call us at 800.203.6151 or contact us here to start the conversation.