Royal Canin: Strengthening Global Learning Operations with Hands-On Cornerstone Support

At a glance

Royal Canin’s global learning environment supports a wide network of teams, markets, brands, regions, and business initiatives. As the organization’s learning ecosystem continued to expand, the team needed more than reactive platform support. They needed consistent operational coverage, clear coordination across stakeholders, and a partner who could help manage the complexity behind a global Cornerstone environment.

The challenge was the ongoing pressure of keeping many moving parts aligned at once, including day-to-day administration, ServiceNow ticket management, Cornerstone support coordination, reporting, dashboards, security permissions, self-registration, custom pages, completion certificates, system translations, webinar support, regional compliance needs, and market-specific learning requirements.

At the same time, internal teams were balancing strategic initiatives, migrations, governance decisions, vendor communications, and business-as-usual support. Royal Canin needed a partner with the technical depth to resolve issues, the operational awareness to maintain continuity, and the strategic understanding to help guide decisions before small problems became larger roadblocks.

System Advisory & Future-Proofing

Royal Canin also relies on eSkillz for proactive consulting and platform guidance. This includes advising on system optimization, mobile access, SSO and OKTA considerations, white-label mobile app opportunities, third-party integrations, and Cornerstone release readiness.

eSkillz also supports onboarding, enablement, training documentation, SOPs, knowledge transfer, system translation accuracy, language and training equivalencies, webinar support, and best practices for content development, system adoption, and end-user support.

Issue Root Cause Analysis & Resolution

eSkillz owns and supports issue resolution across formal and informal channels. This includes managing the ServiceNow ticket lifecycle, routing issues to the right owners, following up on open items, and resolving technical or functional issues that are not always submitted through ServiceNow.

The team also supports end-user ticket resolution, troubleshoots GDPR-related data protection concerns, drafts clear technical communications for vendors and partners, and manages Cornerstone support tickets on Royal Canin’s behalf.

System Admin & Data Insights

In addition to strategic and issue-resolution support, eSkillz provides hands-on Cornerstone administration. This includes creating and maintaining custom pages, configuring security roles and permissions, managing groups and self-registration pages, and building, testing, and editing completion certificates for market-specific language needs.

eSkillz also develops KPI reports and supporting dashboards that give Royal Canin clearer insight into user, training, transcript, and market-level data.

The partnership has helped Royal Canin maintain a more stable, responsive, and informed learning technology operation across global teams and markets.

As of May 2026, eSkillz has helped Royal Canin manage 441 ServiceNow tickets, with an average first response time of 17.8 hours and an average resolution time of 12 days. eSkillz has also handled 37 Cornerstone support tickets, helping Royal Canin coordinate directly with Cornerstone when issues require vendor support.

Across the broader relationship, Royal Canin has purchased eSkillz Expert Support Services to support global initiatives across the United States, Canada, Europe, the Nordics, Northern European Markets, VSA, and Eukanuba. This support spans day-to-day administration, reporting, system advisory, governance, migrations, issue resolution, and operational continuity.

The result is a flexible support model that helps Royal Canin keep work moving, reduce internal strain, maintain visibility across initiatives, and respond to both planned and unexpected needs with confidence.

Together, let’s make your success your reality.

Let eSkillz help you strengthen the systems, processes, and support behind your learning programs. From Cornerstone administration and issue resolution to reporting, governance, integrations, and strategic advisory support, eSkillz helps organizations keep learning operations moving with clarity, consistency, and confidence.