Beyond Software: How Aptem’s Platinum Service Delivers Long‑Term Value, Insight and Continuous Improvement

In the apprenticeship and vocational training sector, success is rarely driven by technology alone. Providers operate in a constantly shifting environment shaped by regulatory change, funding pressures, workforce turnover, inspection frameworks and evolving learner needs. Even the most capable platform will fall short if organisations lack the time, confidence or expertise to adapt their systems as these pressures change. 

Recognising this reality, Aptem developed a range of service packages to complement its software – enabling customers to choose the level of support that best matches their delivery model, pace of change and internal capacity. 

At the highest level sits the Platinum Service Package: a high‑touch, strategic partnership designed to help providers maximise value from Aptem throughout their tenancy. 

This article explores what the Platinum service looks like in practice, how it differs from traditional support models, and the tangible value it delivers for providers focused on quality, growth and continuous improvement. 

The Platinum advantage: A strategic partnership model 

Unlike reactive support models that focus primarily on issue resolution, the Platinum service is built around proactive optimisation.

Customers on Platinum benefit from: 

• A named Customer Success Manager (CSM) 

• Monthly, quarterly and annual service reviews 

• An annual tenant audit led by expert Implementation Consultants 

• Two days of bespoke training each year 

• Unlimited support access 

• Exclusive insight, reporting and development opportunities 

The aim is simple but powerful: to ensure Aptem is not just implemented, but continually aligned to organisational goals, regulatory requirements and best practice. 

Annual tenant audit: Turning insight into action 

At the heart of the Platinum service is the annual tenant audit – a structured, expert‑led review of how a provider is using Aptem across the full learner journey. 

Facilitated by a named CSM and an Implementation Consultant, the audit assesses: 

• Current system configuration 

• Adoption of existing and newly released features 

• Alignment between delivery processes and platform capability 

• Opportunities to improve efficiency, compliance and learner outcomes 

Rather than a generic checklist exercise, the audit is tailored to each organisation’s context and priorities. 

Following the review, customers receive: 

• A clear executive summary 

• Practical recommendations 

• A prioritised action plan 

• Targeted training or consultancy where required 

As Lee Hughes, Head of Apprenticeships at Learning Curve Group, explains: 

“By upgrading to the Platinum service package, we benefit from tailored support and strategic insight to enhance delivery and learner outcomes. The annual tenant audit and bespoke training ensure our teams are regularly upskilled and aligned with system updates and best practice.” 

Enhanced training and support: Building internal capability 

Many Platinum customers identify training needs during tenant audits or service reviews. To address this, the Platinum package includes two full days of bespoke training each year, tailored to organisational priorities. 

This training can be used to: 

• Onboard new staff quickly and consistently 

• Embed recommendations from audits 

• Explore under‑utilised features 

• Prepare for funding audits or inspections 

• Support adoption of new functionality, including AI‑driven tools 

Normally costing £4,000 if purchased separately, this training is a core driver of Platinum value. 

Real‑world impact 

• Triage Central Limited used Platinum training to fully integrate onboarding into Aptem, reducing manual data entry and freeing staff to focus on learner engagement. 

• Pareto uses its annual training allocation to upskill new starters and deepen usage of less familiar features. 

• Barnsley College aligned training delivery with tenant audit recommendations to ensure consistency across teams and improved productivity. 

Unlimited support access further reinforces this capability‑building approach, ensuring teams can confidently use Aptem as needs evolve. 

Regular service reviews: Staying aligned as priorities change 

Platinum customers benefit from a structured cadence of service reviews: 

• Monthly Service Reviews for operational alignment 

• Quarterly Reviews for performance reflection and optimisation 

• Annual Business Reviews for strategic planning 

These reviews allow providers to: 

• Track progress against agreed goals 

• Review product adoption and usage data 

• Identify untapped functionality 

• Stay informed about upcoming features and roadmap developments 

• Flag participation in trials, forums and events 

Importantly, these touchpoints enable the CSM to develop a deep understanding of each organisation’s context – creating continuity and trust. 

As Christian Smith, Director of Apprenticeships at Barnsley College, notes: 

“Our first monthly review meeting was highly positive. Our CSM guided us through our current usage, provided clear insights into what’s working, and recommended areas for improvement. We now have clarity on how to use our Platinum training allocation effectively.” 

Exclusive access, insight and development opportunities 

Platinum customers also gain access to a range of exclusive benefits designed to support continuous improvement and innovation. 

These include: 

Support ticket dashboards 
Providing visibility over ticket volumes, themes and submission patterns – helping organisations identify internal training needs and process improvements. 

System usage reports 
Detailed reporting through Pendo offers insight into: 

• Most‑used features 

• Common user pathways 

• Virtual assistant queries 

• Checkpoint engagement data 

This data supports evidence‑based decision‑making and targeted optimisation. 

aSpire customer conference 
Platinum customers receive a complimentary ticket to Aptem’s in‑person aSpire conference, featuring: 

• Practical training sessions 

• Industry expert insights 

• Product development workshops 

• Peer best‑practice sharing 

Customer forums

Exclusive invitations to in‑person forums give Platinum customers a voice in Aptem’s product development journey and early exposure to emerging innovations. 

Supporting innovation and future readiness 

Platinum customers are often among the first to participate in early adopter programmes – particularly around new technologies such as AI‑driven functionality. 

This ensures organisations: 

• Stay ahead of sector change 

• Adopt new features safely and confidently 

• Influence product direction based on real delivery needs 

As providers face increasing pressure to demonstrate return on investment, learner outcomes and compliance confidence, this forward‑looking support becomes a critical differentiator. 

Is Platinum right for every provider? 

The Platinum service is best suited to organisations that: 

• Deliver complex or large‑scale apprenticeship provision 

• Value data‑driven decision‑making 

• Are undergoing growth, restructuring or regulatory change 

• Foster a culture of continuous improvement 

• Want to demonstrate clear ROI from their technology investment 

For these providers, Platinum is not an added cost – but a mechanism for unlocking the full value of their Aptem investment. 

Conclusion: Value delivered over the long term 

The Aptem Platinum Service Experience reframes what customer support can be. 

By combining expert insight, structured reviews, bespoke training and exclusive access to innovation, Platinum enables providers to move beyond system maintenance toward continuous optimisation. 

In a sector where change is constant and expectations are high, the Platinum service provides the confidence, clarity and partnership needed to deliver high‑quality outcomes – not just today, but throughout the life of an organisation’s Aptem tenancy.