Pinch is a concierge medical spa focused on empowering healthcare entrepreneurs. After piloting the concept of running a medical spa without a brick-and-mortar location – with providers visiting clients' homes across Chicago, IL — the company was ready to scale up their recruiting of nurse practitioners. They just needed a way to offer remote onboarding and ongoing continuing education to ensure high-quality outcomes for clients.

They had some unique needs for their learning management software (LMS): Pinch already had training materials for new providers on their services — such as Botox treatments and Filler injections — to supplement live training courses. 

That’s when they found their perfect solution in Trainual.

"One of the biggest benefits of Trainual has been the ability to implement consistent training across all our providers’ locations."
<blockquoteauthor>Laura Lakin, recruiting, onboarding & training at Pinch<blockquoteauthor>

Challenges: Quickly Onboarding a Remote Team of Contract Medical Professionals

As a fast-growing startup managing a remote workforce of contract medical professionals, Pinch faced several challenges:

1. Consistent and scalable onboarding. Before Trainual, Pinch hit a ceiling in the number of providers the company could onboard — training simply took too long, and finding times for providers to meet in person for training no longer worked. They needed more asynchronous training options to truly expand at the rate they wanted.
2. High-quality digital training. With providers working in so many different locations, Pinch needed a way to ensure that every provider got best-in-class training — no matter where they worked. By going digital, Pinch could invest in documenting their high-quality videos, SOPs, and educational materials in one place — and then provide access to anyone without the incremental time and cost of live training events
3. Cost-effective solution. As a startup,  the company’s funds were limited. Pinch needed an LMS that scaled with the company for a fair and affordable price.

While Pinch continued to offer live training and partner with the top training programs in their city, they needed digital training to help providers prepare for live courses, refresh their skills, and access ongoing training as industry best practices evolved.

Solution: Trainual Enabled Pinch To Achieve the Growth They Were Striving For

After looking through different options, Pinch found their one-in-all solution with Trainual. The platform had everything the company needed to accelerate their onboarding asynchronously while solving for the issues that had been plaguing Pinch’s training.

Click "Next" 👆 to see how Pinch uses Trainual. Want a closer look? Click to explore the training in a new window.

Self-Guided Learning for Providers

With Trainual, Pinch providers could go through the company’s training modules on their own time, no matter where they were located. For Pinch, this feature was crucial for managing their remote team — providers could complete the training at their own pace, which dramatically improved retention and ultimately, the speed of the onboarding process.

Customizable Training Materials for Consistency

Pinch needed to ensure that every provider followed the same protocols and procedures, regardless of location. Trainual’s customizable training materials allowed the company to standardize its processes, ensuring every team member was on the same page. From compliance training to treatment protocols, all of Pinch’s processes were clearly laid out. Plus, with Trainual’s reporting functionality, the company could keep track of who had completed what.

Rapid Rollout of Policy and Process Changes

As the business grows, so does the need to update policies and procedures. With Trainual, Pinch could quickly roll out changes and ensure that all providers had reviewed and acknowledged them. This made it easy to keep everyone aligned, especially in an industry where regulations and best practices are constantly evolving.

Results: Cutting onboarding time and doubling the network of providers

Within six months of launching Trainual, Pinch was able to:

• Scale into one of the top employers of Aesthetic Nurse Practitioners in IL.
• Earn a Net Promoter Score of 95+ from their providers.
• Earn 1K+ 5-star reviews from happy clients.
• Serve clients across 300+ zip codes.
• Offer additional treatments including chemical peels at home, microneedling treatments, and mobile IV hydration.

And with Trainual, they did this all without a physical clinic or dedicated training facility.

“Every provider receives the same high-quality training, ensuring that clients receive the same level of care, no matter which team member they work with,” said Laura Lakin, who leads Provider recruiting, onboarding & training at Pinch. “With clearer processes and dozens of training modules, Pinch providers feel confident and can successfully launch concierge medical spa services for their local communities.”

And as the company looks to scale to hundreds of providers across the country, Pinch will use Trainual as the backbone for their initial training and continuing education.