Customer Support
Company Profile
Industry: Multifamily and Industrial Development
Headquarters: Houston, Texas
Year Founded: 1982
Number of Employees: 1,670
Setting the Scene
Based in Houston, Texas, Hanover Company, a family-owned business since its inception, stands among the most active private real estate companies in the United States. They are a vertically integrated multifamily and industrial development firm with expertise spanning land acquisition, construction, and property management from lease-up through stabilization.
Specializing in the development of high-quality properties, the company's commitment to innovation, quality, and long-term value — along with their end-to-end approach — enables them to build, lease, and sell premier multifamily communities and mixed-use developments across the U.S.
Excellence defines the Hanover brand, and with values that reflect a long-term perspective and commitment to doing what’s right, nothing escapes oversight or care. As Director of Systems Training and Global Services, Nikki Chambers oversees everything related to systems, training, and support for Hanover’s property management operations. In her role, she oversees customer service training for all aspects of the customer experience, including online reputation management, and also manages procurement, including contracts, administration, and vendor management. Additionally, she leads a large team in Hanover’s Global Service property management division located in Ahmedabad, India.
While her responsibilities are broad, her focus is narrow. And when it came to employee learning and compliance, Nikki and her team faced a recurring challenge: keeping training engaging, efficient, and up to date in a fast-evolving industry.
"Because the Capture Wizard tool has been so impactful, we are now canceling four other training tools. It fills a need that, with each of those separately, we had to puzzle-piece together to get what we needed. Capture Wizard not only saves us time but also manpower, which ultimately saves us money."
- Nikki Chambers, Director of Systems Training and Global Services
The Challenge
Before adopting Grace Hill’s Capture Wizard, Hanover’s training process was labor-intensive, time-consuming, and often ineffective. Early on, training was conducted entirely in person — employees were flown to Houston to attend training sessions in person. The training environment was sterile, much like a test environment. While that was a fairly standard approach, it was costly and inefficient, particularly as systems and technology began to evolve quickly.
In 2017, they upgraded their property management software and, while they updated their training approach with a blend of in-person and remote training, it still lacked efficiency and “staying power.” As Nikki reflects, “I actually sat in a conference room for a couple of months and recorded my own voice calls, recording the training I was doing. It was very difficult to edit, and of course, if something changed right in the middle of a 4-5 minute video, you had to re-record the entire thing.”
Continually on the hunt for a viable solution, Hanover tried a variety of options for live and virtual training — Microsoft Teams, Adobe XP, and Scribe. Each offered some benefit, but none of them delivered what Nikki and her team knew was needed to meet the needs of learners with different styles and schedules. “Not everybody learns the same way,” said Nikki. “And without interaction, you will lose a typical learner. My role is to find a way to ensure that each type of learner gets what they need.
In reality, their challenge was threefold. They needed a way to keep training content relevant and engaging, while also ensuring compliance. Every software update or system change required re-recording entire videos from scratch. Employees found it difficult to stay engaged watching long, one-dimensional tutorials, and training completion rates lagged as a result. “Training is the last thing anyone does,” Nikki said. “But when something goes wrong, it's the first thing that’s blamed.”
Nikki needed to make learning interactive, flexible, and scalable for her teams across multiple locations, and Grace Hill provided the perfect solution.
The Solution
Grace Hill’s Capture Wizard delivered exactly what Hanover had been searching for: a dynamic, easy-to-use tool for creating interactive, step-by-step learning experiences. Capture Wizard allows trainers to capture on-screen actions, add voiceovers, and incorporate clickable elements so learners can practice real tasks rather than passively watch them.
Hanover Company was one of the first customers to adopt the tool after migrating their training to Grace Hill’s PerformanceHQ platform. “When I saw the demo, I said, ‘This is exactly what I want; give me the contract,’” Nikki recalled. Her team immediately began creating new training modules in Capture Wizard to replace existing content. With a planned Q4 release, all currently live training material is being retrofitted into Capture Wizard training, with the goal that by Q1, they will have increased training compliance.
The intuitive editing features have proven transformative. Trainers can easily update outdated screens or regenerate AI voiceovers without rebuilding entire videos. Capture Wizard also integrates seamlessly with other platforms, allowing Nikki to embed tutorials directly into Hanover’s SharePoint page for quick access to policies, procedures, and training materials.
The tool’s flexibility, coupled with responsive support from Grace Hill’s customer success team, helped Hanover streamline and elevate content creation and enhance the learner experience. With Capture Wizard in place, the team can now design, update, and deliver training more efficiently than ever before — laying the foundation for measurable improvements in engagement, compliance, and impact.
"The ability to create, edit, and share training in minutes — not hours — has transformed the way we train. It’s not just a better experience for learners; it’s a smarter, faster, and more impactful way to do training. Capture Wizard has given us the cheat code for training."
- Nikki Chambers, Director of Systems Training and Global Services
The Outcome
With Capture Wizard, Hanover has completely reinvented how training is created, delivered, and experienced. The interactive nature of the learning modules now makes it easier for employees to learn at their own pace, revisit topics as needed, and stay fully engaged throughout the process. And it’s helped leaders better support their employees with impactful, targeted training.
Nikki shared, “Sometimes I just need a quick blurb to show someone how to do something they don't understand. Instead of having to direct them to the entire training course or watch an entire video, I can create bite-sized, digestible training with a clickable link — for this, and more, Capture Wizard has been a complete game-changer for us.”
In using Capture Wizard, Nikki and her team have seen the following results:
- Increased Engagement: Managers and learners alike have praised the new clickable, interactive tutorials. By requiring users to actively participate in each step, Capture Wizard keeps learners focused and helps them retain more information — eliminating the fatigue that comes from watching long, static videos.
- Elevated Learning Experience: The ability to blend voiceovers, quizzes, and AI-generated narration has made training more immersive and adaptable to different learning styles. Employees can now access short, targeted lessons anytime, and trainers can easily personalize content for various roles or topics.
- Saved Time and Money: Capture Wizard’s simple editing and updating capabilities have eliminated the need to re-record entire trainings when small system changes occur or to override human errors. Most importantly, the tool has also allowed Hanover to cancel four separate training tools because Capture Wizard provides the single solution they need — the result: substantial time and cost savings.
🎥 Want more? Check out Hanover’s Success Story video, as Nikki shares examples of Capture Wizard in action!
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