For any instructor adopting a new courseware platform, there is always an adjustment period. New interfaces, new workflows, new questions. Ahmed Rashed, a statistics instructor at Dallas College, knew this going in. What he did not expect was that the support he had only heard about in stories would be tested in the most stressful way possible, just three days before the semester started.
It was Spring 2025, and Ahmed was finishing the setup for his MATH 1342 (Statistics) course. As a first-time Hawkes Learning user, he had been working closely with Joshua Rowan, a Hawkes Customer Success Specialist, to make sure everything was in place before classes began.
Then, with only three days to go, Ahmed was assigned an additional Co-requisite Statistics course. He had almost no time, limited experience with the platform, and the only window he had to work on it was the day before the semester started. That day also happened to be a holiday.
That is when he noticed an email from Josh.
Within a single hour, on a holiday, the crisis was resolved. But the support did not stop there.
The next day, Ahmed ran into another obstacle: navigating the all-inclusive "IncludED" courseware setup for his students. Julia, his Hawkes Courseware Representative, stepped in to work through it with him, ensuring students had access to everything they needed from day one.
And throughout the semester, both Josh and Julia continued to check in regularly, following up to make sure classes were running smoothly and answering any questions along the way.
For Ahmed, this experience clarified something important. The platform's mastery-based learning structure and 3-Mode Learning approach matter. But what turned a stressful situation into a successful semester was the people behind it.
"Hawkes' service, support, and responsiveness to
customer needs is what sets them apart from the rest."
As a first-time user, Ahmed had heard good things about Hawkes' customer support before he ever officially adopted the course materials. Those were just stories then. Now they were his own.
"That's customer service at its best."
The Hawkes Learning model is built on the idea that student success depends on more than content delivery. The same is true for instructor success. When an educator is supported, prepared, and confident in the tools they are using, that confidence carries into the classroom.
Ahmed's experience at Dallas College is a reminder that the right platform partner shows up, not just at onboarding, but when it counts most, including on a holiday, one hour before you think it might be too late.