LAZ Parking, the largest privately held parking company in the U.S., faced a learning challenge that would test any organization: training 16,000 employees across 4,000 locations—with 70% working on the frontlines.
Before the organization rolled out a new LMS in 2024, the previous system relied on Excel spreadsheets to manage training across highly variable regional compliance environments, creating more problems than solutions. The company’s Learning Technology and Experience Manager, Colt Alton, decided to abandon these manual processes in favor of an AI-powered learning system through Absorb LMS.
Scaling beyond size
The results speak for themselves. Since implementing the new LMS system in January 2024, LAZ has deployed more than 200 courses tailored to local compliance requirements and employee preferences, ranging from gamified microlearning modules to podcasts.
The transition required rethinking fundamental assumptions about corporate training. “Scaling learning is not just about making it bigger,” Alton explains. “It is about making it easier to access, more relevant to the learner and fully aligned with operational realities.”
Alton and the LAZ team needed to balance consistency in core competencies—like compliance and essential skills—while empowering local operations to customize learning for their specific needs.
“With over 4,000 locations, we recognized that a rigid, one-size-fits-all model would not work,” Alton notes. “Consistency is important, but so is flexibility.”
AI didn’t replace any people or strategy—Alton says it amplified both. This approach proved valuable during rapid scaling events, such as onboarding a new airport parking operation, where the team converted more than 70 standard procedures into engaging learning experiences using Absorb’s artificial intelligence capabilities.
The priority to maintain a human-centered focus kept the LAZ learning team grounded in practical needs while enabling quick execution. “With the right technology and internal champions, we shifted from static, manual processes to a dynamic learning system,” Alton explains. Absorb LMS provided the technical foundation, while HR business partners across the organization ensured alignment with frontline realities.
Regional customization of reports gives on-site LAZ managers access to relevant data, helping them drive accountability in locally meaningful ways. This alignment between centralized capabilities and decentralized insights has enabled faster, more relevant scaling of learning initiatives, according to Alton.
An LMS for deskless workers
Creating effective learning experiences for frontline employees required consideration of time, context and access constraints, according to Alton. Since LAZ’s frontline workers aren’t desk-bound, the team focused on integrating learning support into existing workflows.
He says the platform enabled the development of intuitive, bite-sized learning experiences directly relevant to specific roles. “Deskless doesn’t mean disconnected—it means the approach must be thoughtful, flexible and respectful of the employee experience.”
Alton found that automated features helped shift employee mindsets around training. Gentle reminders reinforced that learning is a commitment to excellence, not a burdensome chore. “When learning is designed with empathy and delivered with precision, engagement follows,” Alton observes.
A function-driven LMS
LAZ’s approach to content variety follows a simple principle, according to Alton: Format should follow function. Microlearning works well for quick reminders or roles requiring highly efficient, immediately applicable training. Podcasts and videos suit reflective content like leadership development or diversity and inclusion topics, where storytelling and tone drive engagement.
At LAZ Parking, utilization serves as the ultimate key performance indicator. “If learning isn’t being used, it doesn’t matter how polished it looks or how comprehensive it is,” Alton states.
“We map content types to cognitive load and attention span,” Alton explains. This means aligning the learning structure and delivery method of training to match how much mental effort a learner can sustain—and for how long.
For instance, a five-minute micro-lesson might reinforce a safety protocol, while a 20-minute interactive session can explore deeper leadership concepts. “The key isn’t to fall in love with the format, but with solving the problem for the intended audience.”
Alton’s experience offers several key insights for organizations considering similar transformations. First, successful modernization requires equal attention to technology and people. “Change that happens to people rarely sticks, but change that happens with people results in much better outcomes,” he notes.
Choosing the right technology partner is equally critical. “Plenty of vendors can offer features, but what you need is someone who understands your values, supports your goals and treats your LMS as a strategic enabler rather than just a compliance tool,” Alton concludes.
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