If you work in IT, LogicMonitor is probably on your radar. As one of the most well-known observability and infrastructure monitoring companies, LogicMonitor serves over 2,300 customers and 700+ managed service providers. And all of those users need to know how to use the platform.
But with a product that expansive and complex, keeping training in lockstep with continuous delivery was an ongoing challenge. By 2024, LogicMonitor’s four certifications were falling out of sync with the product, and the team had limited insight into how learners engaged with or shared their credentials.
Kelley MacCoy, LogicMonitor’s Certification Product Manager, was brought in to create new “microcertifications” to replace the old ones. But she identified a larger opportunity: design a scalable, modern, badge-first credentialing framework. With a team of just two full-time content developers, minimal contractor support, and the Accredible platform, LogicMonitor went from a limited badging strategy to issuing 3,000+ badges in less than a year.
Per Kelley, “We reduced time-to-launch from months to weeks and were able to release multiple badges in parallel without sacrificing quality.”
With results like that, it’s no surprise that LogicMonitor was a finalist for three Accredible Certified Impact Awards, and Kelley herself was a finalist for Credentialing Leader of the Year.
Digital badges issued
Credential engagement and share rate
Employees, partners, and customers reached
When Kelley joined LogicMonitor, she was thrown into the deep end, leading a workshop on what new LogicMonitor training might look like her second day on the job.
She quickly learned that LogicMonitor’s certifications were outdated, inconsistent, and misaligned with the product. “There were hundreds and hundreds of courses that had been built and never touched again. You could tell that the team was so busy creating new content that they weren’t auditing the program.”
Beyond that, she saw:
To hit the company’s very ambitious goals — 3,000 credentials issued by the end of the year — she couldn’t just rely on a cosmetic reset. She needed to rebuild the program from the ground up, and knew LogicMonitor’s current credentialing software wasn’t up to the task.
“I’m always hesitant to buy new software just because of the learning curve. But I could tell we weren’t going to lose time learning Accredible. I could log in and immediately understand what I was looking at — that was a big win for us.”
Kelley MacCoy, Certification Product Manager at LogicMonitor
Kelley needed a platform that would help LogicMonitor modernize its credentials, organize them logically, promote them, and allow employees, partners, and customers to take their achievements wherever they went next in their careers.
Beyond that, the tool needed to be easy for her and her team to pick up quickly, especially with those targets on the line. Ideally, she’d also be able to repurpose some of the content they had stored in their LMS, Skilljar.
Accredible kept coming up in their evaluation, and checked every box on their requirements list. For one, it had a seamless integration with Skilljar. That meant her team could not only continue to use existing content and create new learning materials in their LMS, but also automatically issue digital badges upon course completion. And those credentials would be linked directly to the learner, not to their organization.
Plus, Accredible’s digital credentials could be fully customized to match LogicMonitor’s branding and be shared on LinkedIn with the click of a button. “Other platforms technically had LinkedIn sharing capabilities, but they didn’t look nice,” Kelley points out. “Accredible actually shows the badge image, making people proud to share it. We considered it free marketing.”
But Accredible’s intuitive, built-in analytics module is what sealed the deal. “I’m always hesitant to buy new software just because of the learning curve. But I could tell we weren’t going to lose time learning Accredible. I could log in and immediately understand what I was looking at — that was a big win for us,” Kelley says.
When Kelley first met with leadership, she could tell they were intent on her creating ‘microcertifications’ that would lead to larger certifications. But she’d been studying the industry long enough to know that tech companies in particular were calling them ‘badges.’
“I pushed for ‘badges,’ not only because it was the term I was seeing people use, but because badges make certifications less daunting,” Kelley emphasizes. “It’s easier to attach skills to badges, and you can build and release them continuously instead of spending a year designing something people might not even want.”
But the ability to ship badges faster didn’t mean she wanted to build out a huge catalog. “The more badges you release, the less meaningful they are,” Kelley notes. “I didn’t want someone to earn a badge that’s so easy that they think, ‘Why would I bother with the rest?’ I wanted them to finish one and say, ‘That was great, what else is there?’”
Her internal benchmark was simple: every badge has to be worth a learner stepping away from their day job to earn it.
To figure out what kind of content would meet that bar, she started by taking LogicMonitor’s flagship certification herself. “I passed the entry-level certification in two hours. I didn’t feel like it taught me enough about our product or the industry.”
To revamp the content, she consulted people who knew the LogicMonitor product best: sales engineers, technical support, product managers, and community leads. “I asked them a simple question: ‘If you could teach customers anything, what would it be?’” she shares. “We had these big spreadsheets where people would plug in line after line of stuff they wanted people to know.”
From there, she distilled those requests down into categories grouped by product feature, and mapped them into a logical learning progression based on how a real user would actually adopt the product:
As she began previewing the new framework internally, she was met with rave reviews.
“I had people say things like, ‘I’m so grateful that we finally have different types of learning experiences that aren’t just reading or a video,’ and ‘I’ve been here for nine years, and this is the best thing I’ve ever seen us produce.’ That was really encouraging.”
Top-notch content couldn’t be the only motivator for customers and partners to get badges, though. The badges themselves had to be eye-catching and shareable. With Accredible’s white-labeling capabilities, she and her team could customize every badge to match LogicMonitor’s branding.
And with one-click LinkedIn sharing, there was a built-in way for learners to showcase what they’d earned.
“We had somebody post on LinkedIn after they had earned all of their badges saying, ‘I feel like Thanos collecting the infinity rings,’” Kelley laughs. “Not only is that hilarious, it’s great promotion for our program. Badges just spread like wildfire over LinkedIn.”
Even after the badges launched, the team saw additional spikes in engagement tied to initiatives like the customer newsletter, sales, and customer success managers proactively sharing badge information with customers, and Camp LogicMonitor, a community-driven event where learners earned badges during live sessions and discussions. Overall, they’ve hit a 91% engagement and share rate among recipients who opened their credentials.
Badges solved another long-standing problem for LogicMonitor, too. Because they’re linked to the learner, not their employer, they stay in people’s digital wallets and on LinkedIn in perpetuity. “With the old credential issuer, the team was constantly fielding requests to transfer credentials when folks switched jobs,” she says. “A badge from a third party that lives beyond the LMS feels bigger than something trapped inside a platform.”
Higher-ups had given Kelley resources for the program and expected her to provide evidence that people were taking the training and were excited about the badges. “Luckily,” she says, “Accredible’s reporting is phenomenal.”
From the start, Accredible’s dashboards gave Kelley a clear, real-time view of badge activity:
“I’ve used platforms where you’re guessing at what a report might give you, then downloading a spreadsheet and hoping it has something useful. With Accredible, I click on the dashboard, and I can see what’s going up, what’s going down, and immediately dig into why.”
During a company all-hands meeting, leadership called the badge program “one of the biggest steps forward in LogicMonitor's enablement strategy.”
But the extra visibility didn’t just help with executive reporting. It actively shaped the program.
When engagement dipped unexpectedly, Kelley traced it to a broken link in a badge email template. She also used Accredible’s reporting to test variations of badge emails to see whether making the buttons larger or changing the copy would increase engagement. And she worked with the product team to create in-product messaging to promote a new badge. “Turns out 13% of users clicked on it to go see what the badge is — one of the highest engagement rates we've ever had."
The metric she pays closest attention to, though, is the number of repeat earners. “If people are coming back for a second or third badge, that tells me the content is good enough to earn their time again,” she explains.
“I would recommend Accredible to anyone who wants to issue badges. It’s one of the best third-party certification solutions I’ve worked with, and I’ve been doing this for the last four years.”
Kelley MacCoy, Certification Product Manager at LogicMonitor
A recent acquisition just brought a new product line under the LogicMonitor umbrella, and Kelley is applying the same badging playbook. She hosted a workshop with the newly joined team to understand their credentialing needs and has already grouped everything they wanted users to learn into 11 badges — a process that would have previously taken months.
“The badge model has helped us stay agile,” Kelley says. “Because we’re in a good workflow now, we can simultaneously prioritize these badges for our new team and continue shipping the badges we’d already planned.”
For Kelley, the real measure of success isn’t just the numbers, though reaching over 1,500 learners and issuing 3,000+ badges in less than a year is nothing to shrug at. It’s that LogicMonitor now has a credentialing program that can evolve as fast as the product it supports.
“I would recommend Accredible to anyone who wants to issue badges. It’s one of the best third-party certification solutions I’ve worked with, and I’ve been doing this for the last four years.”
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Accredible is the world’s leading digital credential platform, enabling education and training leaders to increase learner engagement and drive program growth.
Accredible is the world’s leading digital credential platform, enabling education and training leaders to increase learner engagement and drive program growth.
