It was 2AM. After another late night call with a frustrated exam taker in APAC, Jim rubbed his eyes and let out a deep sigh.
Jim was really worried about the future of his company’s performance-based certification program. Everything seemed to be unravelling at once after a great initial launch in North America.
As Jim and his small team began to expand the program to Europe and Asia, so too did the support issues related to the delivery of their exams. Network latency, software defects, misconfigured exam environments, challenges with remote proctoring, and a host of other issues were putting an enormous strain on his team. They were up at all hours of the night dealing with unhappy users, which affected their ability to create new exams and market the program.
The stakes were personally high for Jim too. He had advocated for transitioning the company’s certification program to performance-based exams in order to make the exams more meaningful. He was also the one who decided to build the exam delivery platform in-house.
As the night wore on, Jim began to wonder if the time had come to find a partner to help him deliver and support his performance-based exams. He also wondered if such a company even existed.