SaaS LMS 130K users International

How Callimedia scaled LMS support for 130,000 users without growing the team.

A 20-year digital learning agency behind the Upliti LMS, Callimedia onboards and supports tens of thousands of learners across France, Germany and Spain. Lemon Learning handles the repeat questions and pushes release notes directly inside the product, so the team can focus on the strategic work.

Callimedia x Lemon Learning ► Interview
 
Callimedia · Upliti LMS testimonial
 
130K
learners on Upliti
4 wks
Upliti release cadence
2022
Lemon Learning deployed
2h
of admin training kept
The challenge

Scale support for an LMS without scaling the support team in proportion.

Callimedia is a digital learning agency, in business for over 20 years. Beyond custom e-learning production, the company runs its own LMS, Upliti, used by tens of thousands of learners on the client side. Each new client means new admins, new authors, and a new wave of basic questions: where is this button, how do I publish a course, why has this feature changed.

The classic answer would be: hire more support agents. But repeat L1 and L2 tickets are not where the team adds value. Callimedia needed to give clients a way to self-serve inside the product, in their own language, without sending them off to a documentation site.

Two problems on top: monthly release notes that nobody read in their inbox, and a growing international footprint (notably Germany and Spain) that made English-only documentation a poor fit.

« We wanted to support the growth of our Upliti LMS without having to increase our support team indefinitely. »

Mathieu Mouammar Business Unit Manager, Callimedia
The solution

A guidance layer embedded in Upliti, in three languages, live in a few lines of code.

Integration took a handful of lines of code on the Upliti side. Callimedia customised the player buttons so its end-users could swap the guidance language on the fly, and went live in a matter of weeks. From that point on, every tutorial, every reminder and every release note lives inside Upliti, at the exact step where the user needs it.

The operating model is built on four Lemon Learning features that work together: push notifications carry monthly release notes that used to be ignored in email, interactive guides walk users through Upliti workflows step by step, analytics show which features land and which ones don’t, and translation keeps the German and Spanish learner communities served in their own language without doubling the content team.

 

Release notes pushed in-product

Monthly product updates used to go out by email and quietly get ignored. Now they show up directly inside Upliti the first time a user lands after a release. Read where it matters, not in an inbox.
 

Interactive guides on every workflow

Step-by-step guides walk admins and authors through Upliti the first time they hit a screen. New joiners ramp themselves up, and recurring questions stop coming back to support.
 

Usage analytics on what lands

Statistics show which guides get followed, which release notes get acknowledged, and which features of Upliti users actually engage with. Product decisions stop being a guess.
 

Translation in three languages

Guides authored once, then adapted for German and Spanish learner communities through the built-in translation interface. Custom language buttons let end-users pick their language directly on the player.

« Integration was quick and easy, with just a few lines of code. Our customers can now access tutorials and reminders directly in context. »

Mathieu Mouammar Business Unit Manager, Callimedia
The results

Fewer tickets, more autonomous users, and release notes that actually get read.

130k
learners supported on the LMS, support team flat
3
languages served (French, German, Spanish)
100%
of release notes now delivered in-product

« Since implementing Lemon Learning, we’ve seen a significant reduction in support requests. Our users find the information they need themselves, which frees us up to concentrate on more complex and strategic queries. »

Mathieu Mouammar Business Unit Manager, Callimedia

« Before, we used to send release notes by email, but many users didn’t read them. With Lemon Learning, the release notes appear directly in the interface, and users are immediately informed of any new developments. »

Mathieu Mouammar Business Unit Manager, Callimedia

« Our guides are easily translatable, which lets us adapt them culturally for our international users. That’s been particularly useful for our teams in Germany and Spain, who now have direct access to the guides in their own language. »

Mathieu Mouammar Business Unit Manager, Callimedia

Like Callimedia, scale user support without scaling the team.

Book a personalised demo and see how Lemon Learning helps SaaS teams deflect repeat tickets, push release notes inside the product, and serve users in multiple languages from day one.

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