Interplay Learning

The leading provider of immersive learning for the trades celebrates 2023 milestones, including the industry’s first AI-powered mentor, a robust tech-driven apprenticeship program and enhanced safety training

Interplay Learning, the leading provider of immersive skilled trades training, confirmed its position as the preferred provider for comprehensive, forward-thinking training in 2023 with a series of notable new offerings and achievements, including the launch of the industry’s first AI-powered mentor for learning and skill development.

“We made enormous strides in serving the urgent training and workforce development needs of the skilled trade industries in the last 12 months, and we’ll only be accelerating the pace in 2024,” said Doug Donovan, founder and CEO of Interplay Learning. “Our immersive solutions empower individuals and organizations and help unlock valuable new opportunities, serving employers, workforce development agencies and educational institutions as well as young people entering the workforce and experienced skilled trades workers looking to advance their careers.”

In June, Interplay’s Intelligence Lab, a team of experts shaping the future of training by delivering innovative and intelligent solutions for the skilled trades, introduced Skill Advisor and Mentor (SAM), the industry’s first AI-powered mentor for learning and skill development. SAM helps technicians gain skills faster and more efficiently by taking a holistic approach to learning, asking questions and providing context so learners comprehend the content and sharpen their critical thinking skills.

In recognition of its groundbreaking potential to transform skilled trades training, SAM has been named the winner of the 2024 AHR Innovation Award for software. The AHR Innovation Awards recognize the year’s most inventive and original solutions, based on innovative design, creativity, application, value and market impact as judged by an independent panel of experts.

Interplay Learning’s commitment to helping organizations build a better-trained workforce is reflected in the company’s technology-driven apprenticeship program, which helps employers in the skilled trades enhance recruitment and increase employee retention while eliminating the traditional complexities of managing their own formal apprenticeship program. Participating in Interplay Learning’s DOL Apprenticeship Program allows companies to implement award-winning digital training that pairs on-the-job learning with immersive 3D simulations and video courses. Apprentices gain new skills, learn effective troubleshooting, and get unlimited hands-on practice, all in a safe virtual environment using a desktop, laptop, tablet, or virtual reality headset.

Interplay Learning also expanded its leading selection of safety training in 2023, including new OSHA training offerings and an innovative driving safety program designed to protect workers and minimize risk on the job. Overall, Interplay Learning created 112 new courses in 2023 to continue meeting the evolving needs of customers and their teams.

Key customer relationships in 2023 highlight Interplay Learning’s effectiveness for a wide variety of organizations:

• The Temperature Control Institute (TCI), a unique state-of-the-art skilled trades education program helping underemployed youth in Memphis and the surrounding area prepare for rewarding careers, relies on Interplay Learning’s immersive training programs. Together, Interplay and TCI develop skilled, job-ready talent, helping students turn their lives around and meet the labor needs of employers throughout the region.
• At Warren Central High School in Vicksburg, Mississippi, Interplay Learning enhances the career technical educational program, helping fast-track students’ hands-on introduction to career pathways in the construction industry. Through the partnership, ninth-grade students can accelerate their CTE education by engaging with Interplay Learning’s immersive 3D virtual-reality simulations and training content before starting the school’s full construction program in 10^th grade.
• Southern Home Services Corporation, a leading residential home services provider specializing in HVAC, plumbing, electrical and generator service, replacement and maintenance, selected Interplay Learning as the exclusive content engine for technical training across the company’s growing network of more than 750 technicians. By leveraging Interplay’s cutting-edge digital learning platform, technicians at every business location will have seamless access to industry-leading training tools and resources, including immersive 3D simulations and virtual reality experiences.

“We’re proud of our accomplishments in 2023 and excited about all the opportunities ahead of us in 2024,” Donovan said. “We’re working with companies that are taking bold new approaches to learning and reshaping the possibilities of training and workforce development. Together, we have opportunities to truly transform the industries and people we serve.”

Career Training to Members of Detroit’s Gun Violence Reduction Program

Interplay Learning, the leading provider of immersive skilled trades training, announces a transformative partnership with C.H.O.I.C.E.S (Choosing Honorable Options Increasing Chances to Establish Success), a community-based violence intervention program dedicated to reducing gun violence in Detroit as part of Mayor Mike Duggan’s “Detroit at Work” program. C.H.O.I.C.E.S is using Interplay Learning’s virtual reality and simulation-based training to empower at-risk youth and individuals affected by gun violence. Interplay’s innovative training equips them with valuable skills that open doors to a brighter future through sustainable employment in high-demand fields like HVAC, Plumbing, Electrical, Multifamily Maintenance, and Facilities Maintenance.

Aligning with C.H.O.I.C.E.S’ mission to empower violence-affected and/or justice involved individuals with practical job-ready skills, Interplay’s experiential videos, interactive 3D simulations, and immersive virtual reality courses complement the program’s existing in-person residential construction classes. Participants can now tailor their learning experience to align with their specific needs, schedules, and interests by taking the C.H.O.I.C.E.S in-person residential construction classes and/or Interplay’s online skilled trades courses. Using Interplay, learners can access 400+ hours of courses and hands-on simulations so they can practice their skills in a safe, realistic environment. They can leverage Interplay’s courses for as long as needed to prepare for industry certifications, secure meaningful employment with local employers, and ensure long-term success on their journey to self-sufficiency.

“We absolutely love Interplay,” said Stephanie Nixon, Chief Program Officer at Detroit at Work. “It complements our in-person learning well, and their team is great to work with. Our program participants are totally engaged; they’re having fun while learning, they’re competing with one another to complete courses, and all the while, it’s changing the trajectory of their lives.”

A critical feature of the training platform is the administrator reporting tools that enable program coordinators to identify participants who need help and provide timely support and intervention to those individuals. This proactive approach ensures participants stay on course with their training paths, bringing them closer to their ultimate goal of gaining employment and contributing positively to their communities.

“Our mission is to help institutions build better training, better careers, and better lives,” said Doug Donovan, founder and CEO of Interplay Learning. “C.H.O.I.C.E.S is making significant strides in reducing gun violence in Detroit and empowering individuals to lead fulfilling lives. We’re proud to partner with them to support the at-risk and underserved community with an innovative strategy that builds flexible pathways to meaningful trades careers.”

We’re going to talk about a painful topic,” Callbacks”. I bet I just made the hair stand up on the back of your neck. After being a contractor for 23-plus years and speaking to contractors daily, one of the most proverbial pain points in owning a contracting business is callbacks. Callbacks can be highly frustrating, a waste of valuable time, increase technician turnover, very expensive for the company, and in some cases, the loss of a customer. Throughout this article, will talk about dissecting the cause, and I will give you four steps you can implement to reduce them.

If we break callbacks into four categories; human error, manufacturer defects, lack of training, and inadequate operations it will be much easier to identify a rationale to track them. We are all human and prone to make some mistakes and even the best manufacturers have some defective products that find their way to the wholesaler’s shelf. Training is one of the best areas to maximize your efforts as it improves technician confidence which customers will immediately notice when speaking to them. A company-wide training culture also creates validation that a tech fully understands the product “before” being asked to service or install products. Operations afford owners and managers to be transparent with their techs when an event occurs and how to prevent them from moving forward. Using technology can help mitigate callbacks by bringing consistent operations to the top of mind, customer communication, and customer specifics, when techs are in the field.

Human Error

Unless the mistake is repetitive, or constantly not following company operations, human error is a hard one to have a resolution for. Good coaching, knowing and interacting with your techs, and being transparent with technicians are some of the best procedures to help with human error. Look at the data and see if there is a pattern. Perhaps something is happening with that senior tech outside of work that is causing the errors at work. Tracking the errors by the technician and job type is a best practice to reduce them.

Manufacture Defects

Contractors attempting to get paid for a manufacturer defect is challenging. We all know most times if a product fails under the warranty period, it will replace the part but not pay for any of the labor. Even on a DOA (dead on arrival) issue, this policy stays true however, there are exceptions. The key takeaway for handling defective products is to track them. Tracking them gives you the availability to see trends and make adjustments to the product or manufacture. It’s also worth noting to differentiate between the product and the tech doing the work. Specifically, make sure it is the product and not an install or service procedure the tech is not doing correctly. Once you track how many manufacturing defects you see in the course of the year, then calculate and it should become a line item in your pricing structure as a cost of doing business. Yes, this is a normal expense item that is a cost to run a business. Large corporations operate this way as they know there will be mistakes and contracting is no different.

Operations

Constantly monitoring and adjusting your operations can play a role in reducing callbacks. There are numerous CRM’s that help automate tracking the data to make adjustments. Data like trends in a job type, what products were used, which tech did the work, and the amount of time the tech was on the call. Automation also helps to mitigate confusion between the customer, dispatcher, and the original call. Defining and adjusting operations that affect callback mitigation is key to reducing them company-wide. Be completely transparent with company procedures between the technicians and their manager as to what happens when there is a callback.

Training

Teachable and trainable moments on an individual and company-wide basis can be produced through callbacks. Decide if there is one tech or several techs on a given call type having callbacks. If it’s several techs on the same callback, bring them together and reinforce the training on the hows and whys and just as importantly track the outputs of the training efforts. Make the adjustments from the group to individualized training accordingly if the callbacks persist with one technician. If the callback is from an individual and it’s identified as a training issue, assign or implement the training and as an interim, use your CRM to prevent that tech from doing the call type until it is confirmed the tech thoroughly understands the original mistakes made. Providing, implementing, and tracking training for your tech is one guaranteed way to mitigate technical and operational mistakes that lead to callbacks. In the fast-paced business environment, numerous contractors don’t value training or implementation of activity at the level it should be. There are other, less expensive options available to contractors to use a training tool instead of traditional brick-and-mortar training models. Digital and virtual reality software is available at one-third the price per technician. This training can be done asynchronously and not affect workflows and scheduling. All of the metrics are available to track the progress of a technician’s performance against the training activity assigned to a technician and help with callback mitigation.

There you have it! Implement and or refine these four tactics in your business and you will start to reduce some of your callbacks. It should be noted that one of the impacts of a callback not mentioned in this writing is the financial impact and opportunity costs of a callback on the company’s bottom line. Look for a breakdown and explanation of that in future articles. Happy Contracting!

Guest Blogger: Ken Midgett, has been in the plumbing and heating industry for over four decades. He has worked in every facet of the plumbing and heating industry. He has owned two successful PHCC businesses, is a licensed Master Plumber, a two-time national award-winning educator for plumbing and heating CTE classrooms, with a 100 percent placement into the industry for all eligible seniors from his program. Ken was noted throughout the CTE industry for the inclusion of non-traditional workers in his classroom, including young women. He has placed several of those young women in the workforce. Ken is passionate about the skilled trades and he continues to stay active in PHCCNA and PHCCPA. Ken is the current president of his local PHCCLV association. This role has allowed him to continue mentoring and coaching young apprentices in the field. He is currently employed at Interplay Learning as the Plumbing Market Director. You can follow Ken at www.linkedin.com/in/kenmidgett.

Interplay Learning, the leading provider of immersive skilled trades training, announced today a strategic training partnership with PipeDreams, an innovative, tech-forward home services provider. The collaboration with Interplay will accelerate PipeDreams’ ability to acquire, integrate, and grow new partnerships by offering tech-forward training, including hands-on 3D simulations. With a focus on building meaningful trade careers, this partnership will empower 100+ valued technicians of all levels with the tools to rapidly hone their technical skills, elevate safety standards, and reliably serve customers across partner companies.

One of the pivotal aspects of this collaboration is PipeDreams’ vision to establish an apprenticeship program through PipeDreams University, with Interplay’s online courses at its core. The training approach will encompass 3D simulations, videos, quizzes, and hands-on learning, providing PipeDreams’ technicians with a well-rounded and engaging educational experience with pathways to industry certifications like EPA 608 and NATE.

“Our commitment to developing our service team has been a driving force throughout my journey with the company,” said Grace Underdahl, Training Program Lead at PipeDreams. “We’re creating a holistic training platform that supports development in every role, from general managers to HVAC service technicians. Interplay Learning’s technology perfectly matches our vision to be technology-forward and empower our technicians in a safe and scalable format.”

Given the growing skills shortage, PipeDreams also sees Interplay’s training as a powerful recruitment tool. By making trade careers more accessible, they can attract more technicians eager to embark on a journey of learning and growth within their local markets.

Isabel Sopoglian, Head of Business Operations at PipeDreams, underlined the significance of training on company growth, stating, “Training is a key component of attracting and retaining our employees and increasing the quality of work we deliver. We want our employees to feel our investment in them. It’s a very important aspect of our growth, and our collaboration with Interplay Learning is crucial to this strategy.”

In addition to supporting recruitment and retention efforts, Underdahl and Sopoglian anticipate Interplay’s training to enhance existing operations, equipping technicians with more effective troubleshooting skills and improving ramp time and callbacks for new technicians.

“Interplay is proud to partner with PipeDreams, a mission-aligned company leading with technological innovation and transforming how training is done in the home services industry,” said Doug Donovan, CEO of Interplay Learning. “Our shared mission is to foster successful business partnerships and empower PipeDreams’ workforce with the skills and knowledge they need to thrive in their careers.”

PipeDreams offers a range of residential HVAC and plumbing services through a growing partner network, including Albert Nahman Plumbing, Heating, and Cooling, Wighton’s Plumbing, Heating, & Air Conditioning, Perry Heating, Cooling, & Plumbing, TNT Home Services, Clout Home Services, Ace Pelizon Plumbing, Paso Robles Heating and Air and Plumbing the Bay.