A closer look at Aptem's Platinum service package: what's included, how it works, and what Aptem customers say about it.
Topics covered within this brochure
Beyond Software: How Aptem’s Platinum Service Delivers Long‑Term Value, Insight and Continuous Improvement
In the apprenticeship and vocational training sector, factors such as new regulations, internal change projects, leadership and workforce changes, and strategic shifts can significantly influence how optimised your technology system usage becomes. In tandem with customer feedback and requirements, Aptem has created a range of service packages so providers can choose the best one to support their needs, depending on their own resourcing, pace of change, and delivery model complexity.
Instep upgraded to the Platinum Service Package in August 2024, embarking on a journey to enhance our use of Aptem. The process began with a comprehensive tenant review, during which we worked closely with the Aptem team to assess our current usage and identify opportunities for improvement. Their expert guidance, along with best-practice examples, helped us streamline our processes and maximise efficiency.
Following the review, Aptem collaboratedwith us to develop a detailed project plan covering every stage of the learner journey from onboarding to end-point assessment. This included training on newly enhanced features.
The support from our Customer Success Manager (CSM) and dedicated Implementation Consultants has been invaluable, enabling us to fully harness the benefits of the Platinum Service Package.
Aptem’s services packages
When selecting their Aptem Apprentice subscription, customers have the flexibility to choose a service package that best suits their needs:
Silver support package
Our core promotes self-service for routine needs. Supported by our team of Customer Success Managers (CSMs) for Aptem queries and escalations.
Gold support package
Our enhanced service provides quarterly touchpoints with a dedicated CSM to ensure system alignment to goals.
Platinum support package
Our high-touch service provides a dedicated CSM with monthly success planning to drive a competitive edge.
Platinum package exclusive benefits
Annual tenant audit
Collaborate with an Implementation Consultant to conduct a thorough audit, receiving a detailed report and custom training plan.
Regular check-ins with a named CSM
Benefit from a Monthly Service Review, Quarterly Service Review, and Annual Service Review with a named CSM to identify areas for improvement, training needs and goals.
Enhanced training and support
Two days of bespoke training and unlimited support seats ensure your team remains skilled and empowered.
Exclusive access, insight and development opportunities
Enjoy exclusive benefits, including access to a dedicated support ticket dashboard, invitations to in-person forums, complimentary entry to the aSpire customer conference, and detailed system usage reports.
Spotlight on the annual tenant audit
Customers with a Platinum service package get significant value from the annual tenant audit. Facilitated by an expert Implementation Consultant and named CSM, this audit helps you assess and maximise your current platform usage, ensuring you’re keeping pace with new features and improvements.
How it works:
- Your CSM discusses tenant audit options with you and carries out initial scoping to understand your specific needs and what you hope to achieve.
- You are assigned an Implementation Consultant to lead the audit.
- The Implementation Consultant completes the tenant review within the agreed timescales.
- Key findings, recommendations and an executive summary are presented to you by the Implementation Consultant via video call. This includes a written report.
- Your CSM works with you to book in any necessary training or consultancy.
Tip: If you want to streamline a specific part of the learner journey, the audit can focus on that. Alternatively, use Aptem as a “critical friend” for a holistic audit to uncover unforeseen improvement areas.
By upgrading to the Platinum service package, we will benefit from tailored support and strategic insight to enhance delivery and learner outcomes. The annual tenant audit, bespoke training and monthly update calls will ensure our teams are upskilled regularly and stay aligned with system updates and best practice.
We are passionate about the enhancements, particular around AI, so the participation in early adopters’ trials and access to the aSpire conference will keep us at the forefront of innovation in digital learning. We are highly confident that our performance, usage, and impact, allowing us to make data driven decisions following this investment, will allow us to improve learner experience and qualification success.
Lee Hughes, Head of Apprenticeships, Learning Curve Group
Spotlight on enhanced training and support
Platinum customers often identify training and support needs during tenant audits and regular service reviews. The Platinum service package includes two days of bespoke training annually, tailored to your specific requirements. This valuable benefit, normally costing £4,000 if booked separately, is a major reason customers choose the Platinum package.
These training days can also be used for consultancy, such as working with an Implementation Consultant to adopt best practices and align processes with Aptem’s platform. Some customers use their training days to address needs identified in funding audits or Ofsted inspections. Additionally, unlimited support access ensures your team remains skilled and empowered, maximising your Aptem investment.
Real-world impact
Pareto
Following their tenant audit, Pareto will identify which training will be most beneficial for their staff – a key feature included within their Platinum package. With 14 hours of training available each year, Pareto plans to use these sessions both to ensure new staff quickly get up to speed and to explore areas of Aptem that may not be fully utilised. This proactive approach will help Pareto maximise the value of the system and support continuous staff development.
Triage Central Limited
Triage Central Limited decided to focus on revitalising their onboarding processes by fully integrating them into Aptem. This change reduces the time spent on data collection and entry, allowing learner engagement officers to focus on delivering exceptional programme content. The training concentrated on effectively using Aptem to provide an engaging and exemplary experience for learners at the start of their programmes.”
Barnsley College
Barnsley College decided to use their training days to ensure recommendations from the tenant audit are delivered to all key stakeholders. Strategically this also allows them to seamlessly incorporate the new Aptem Enhance functionalities into their workflows, ensuring colleagues have a standardised approach and improved productivity.”
Spotlight on regular service reviews with a named Customer Success Manager (CSM)
Platinum customers benefit from a Monthly Service Review, Quarterly Service Review, and a more strategic Annual Business Review with a named CSM to identify areas for improvement, training needs and goals.
These regular touchpoints are hugely beneficial as your CSM quickly understands the nuances of your organisation and how you use Aptem. We typically meet with your allocated operational leads, Superusers and other key stakeholders as part of each check-in. For quarterly and annual reviews, your organisation’s Executive Sponsor is encouraged to participate. This ensures a focus on long-term strategy and alignment with our development roadmap.
Service reviews enable you to:
- Track your progress against agreed-upon goals and explore actions both parties can take to achieve them.
- Discuss your current product adoption, and identify any additional support required from Aptem.
- Highlight any untapped areas of the system and explore if and how you might make better use of existing functionality.
- Ensure you are aware of recently released and upcoming product features.
- Flag upcoming customer events, trials and development opportunities.
Our first monthly review meeting was highly positive. Our CSM guided our team through our current usage, providing clear insights into what’s working and recommending areas for improvement. We now have clarity on using our training allocation from the platinum package effectively. These sessions will keep us aligned with our goals and ensure we continue to maximise our Aptem investment.
Christian Smith, Director of Apprenticeships, Barnsley College
Our recent review meeting was insightful and energising, showing us how to optimise Aptem to support our team and enhance the learner experience. We methodically assessed our current usage and identified areas for improvement, leaving us with great ideas. This signifies a strong, long-term partnership with Aptem.
Nikki Lazenby, Apprenticeship Quality and Progression Manager, Tyne Coast College
The quarterly account reviews have been pivotal for Pareto. Our CSM talks us through our dashboard and helps us to identified areas that we can improve and optimise. It’s a great opportunity to step back, reflect and refresh, to ensure we’re making the most of Aptem.
Madeleine Robinson, Head of Apprenticeship Operations & Transformation, Pareto Law
Spotlight on exclusive access, insight and development opportunities
Platinum customers get exclusive access to a range of in-depth insight, development and networking opportunities.
The main benefits include:
Support ticket dashboard
Track who is submitting tickets, the topics, and volume, helping to highlight and inform internal training needs.
System usage reports
Access detailed reports through Pendo, including most-used areas of the system, common user pathways, insights into virtual assistant queries, Checkpoint data, and much more.
aSpire customer conference
Get a complimentary ticket to our popular in-person conference – includes practical training from our Implementation team, industry expert insights, Aptem product development workshops, and sharing best practice.
Customer forums
Exclusive invites to in person customer forums, offering a unique chance to fully participate in the Aptem community and contribute to Aptem’s product development journey.
Why choose our Platinum service package?
- Get value from the Aptem system throughout your tenancy.
- Truly embed continuous improvement within your organisation.
- Adapt to the inevitable changes that you encounter without risking derailing your tech strategy.
- Stay current and successfully adopt new features and functionality, including latest technology innovations.
Is Platinum right for you?
- You are currently subscribed to, or are considering subscribing to, the Aptem Apprentice Pro or Enterprise feature package.
- You value the role of technology in your business model, systems, and processes.
- Your business thrives on data-driven decisions.
- You foster a Continuous Improvement culture within your team.
- You want to future-proof your operations through comprehensive system training across all users.
- You want to demonstrate ROI on your technology investment.
Are you ready to enjoy all the advantages of our Platinum service package?
If you are an Aptem customer, please speak to your Customer Success Manager. If you are not yet an Aptem customer, contact your Business Development Manager, or reach out to us:
enquiries@aptem.co.uk 020 3758 8540 www.aptem.co.uk
What our customers say
Aptem is an important part of our growth journey. With a single, integrated platform, we can take on more clients and deliver an even better service.
Sean Riley, Chief of Transformation, tend (formerly Impact Futures)
LSBU has gone from learners having to wait up to five months to start using an online apprenticeship management system, to having it available on day one of their programme. That makes a huge impact on their engagement and progress.
Aptem is saving us an estimated £150,000 – £200,000 per year in administration cost and time.
Sammy Shummo, Group Director of Apprenticeships,
London South Bank University
Corndel has been using the Aptem platform since 2017 to both manage the compliance side of our apprenticeship delivery and deliver the actual learning. That we can cover off all that we need for our apprenticeship delivery all in one place makes it so much easier and more secure to manage. Without Aptem we quite simply could not deliver the quality service that we do for our clients and learners. Richard Bridge, Director of Learning Technology, Corndel.
Richard Bridge, Director of Learning Technology,
Corndel
By upgrading to the Platinum service package, we will benefit from tailored support and strategic insight to enhance delivery and learner outcomes. The annual tenant audit, bespoke training and monthly update calls will ensure our teams are upskilled regularly and stay aligned with system updates and best practice.
Lee Hughes, Head of Apprenticeships, Learning Curve Group
We formed a Board for our apprenticeship provision, which is there to ensure our compliance obligations are met. It is therefore important that they have access to both quarterly and real-time compliance MI. The embedded Dashboards in Aptem focusing on Quality, Ofsted, Compliance and Funding are indispensable to us.
Jacky Ellison, Head of Learning and Development,
Resolve ASB
I cannot stress enough how impactful it’s been pushing everything into Aptem and making it a one-stop shop, particularly for the learner.
Dom Wilkinson, Product Owner, Lifetime Training
Aptem Apprentice is supporting us to change our practice and the way we’re doing things, not the other way around. With Aptem, there is genuine alignment between our values and shared goals. Our partnership continues to strengthen.
Terry Barnett, Chairman and Executive Sponsor of the project, Hawk Training
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Revolutionise your NHS Trust’s learning and development approach
The best way to experience our platform is through a consultative chat with one of our friendly experts. They can take you through the system and show you the benefits of Aptem that are most relevant to your business.
- Simplify your delivery with Aptem.
- Increase efficiency with workflows, automation and streamlined processes.
- Get insights into your delivery performance using Aptem's reporting tools.
