"eduMe is extremely well positioned to fill the needs for training in today’s world."
Theresa Micheli, Senior Manager Store Operations, Pet Supermarket
The US-based retail chain Pet Supermarket was in the market for a training solution that would enable them to standardize and improve the quality and efficiency of their training, empower employees to provide a best-in-class customer experience, and minimize stock lost to shrinkage.
With the goal of enriching their training material in mind, Pet Supermarket partnered with eduMe in order ensure the on-the-job success of retail staff across their 220 North American branches.
Since using eduMe's highly consumable, short-form, social media-style learning formats - to deliver engaging, impactful content to their Gen Z-skewing workforce, Pet Supermarket has seen a 79% average completion rate, 2 minute average completion time, and a 98% workforce satisfaction rate.
The downstream impact of this increase in training engagement was tangible ROI for the business, with a 15% reduction in employee turnover, and $1 million saved reducing perishable inventory loss.
Our company not only sees the value in training, we’re taking action to invest
Pet Supermarket's Challenge
Striving to deliver an exceptional customer experience that was intimate, personalized and went beyond the point of transaction, Pet Supermarket needed a means of delivering information on products, offers and customer care in a way that would rise above the noise of other weekly communications, was scalable, enjoyable, and led to improved performance workforce-wide.
We aim to have very well trained team members so they can truly engage our pet owners in conversation and confidently provide them with support.
By delivering training in-person that did not command attention, excite employees, and was difficult to standardize, the company risked poor employee engagement and inconsistent workforce knowledge levels between branches, compromising their employees’ ability to deliver a one-of-a-kind experience.
The question was - how do we bring training to life for our retail team?
Being a time-poor, dispersed and customer-facing workforce, it was also essential that this material was concise, engaging, and met employees where they were, without the need for them to jump through too many hoops to access or complete it.
Today’s workforce is time and attention span constrained. Gone are the days of training that takes a long time and is not relevant to the workforce.
eduMe’s Solution
Interactive TikTok-style training, delivered contextually through QR codes placed in-store, made knowledge accessible at retail staff’s fingertips - just a scan away, with no requirement to leave the shop floor, download an app, or sign in.
Confidence comes from being knowledgeable about what they’re talking about, their love of the industry and pets. eduMe is at the center of that
This coupled with the fact that once employees reached the training they were faced with a highly familiar social-media style learning format they could quickly tap through, led to higher completion rates, greater workforce satisfaction with training, and strengthened employee knowledge.
Contextual relevance
Through QR codes placed in-store that on scan immediately bring employees into relevant training, upskilling them in their moment of need, the right knowledge was delivered at the right time, empowering employees to provide a consistently efficient and personalized service.
Training on eduMe is applicable to what I need answers for. It's created by people like me. It's entertaining, quick, and easy to digest
Familiar formats
Built to mimic the experience on social media platforms employees know, use, and love, learning in this format created positive associations to training among Pet Supermarket’s employees, and inspired the enthusiastic engagement necessary to elevate workforce-wide performance.
Think of TikTok for Training... That's eduMe
Democratized content creation
Simple and intuitive to create, training on eduMe can be made by anyone. This supported generation of content by employees themselves - involving those on-the-ground, who knew best about individual store needs and their own knowledge gaps, in the creation process.
The best way to build training is having our own employees do so with guidance from us. When you get people involved in building the culture around them and let them know their voice is heard - they’ll stay
An interactive experience
With reaction, quiz, and feedback options in lessons, Pet Supermarket was able to reinforce and consolidate employees' knowledge, measure the effectiveness of training content and keep a pulse on employee sentiment, in one.
The results
Following the roll out of eduMe across 200+ stores nationwide, Pet Supermarket have seen training being completed faster, training being better engaged with, and employees reporting high levels of satisfaction with training.
We need the best trained pet enthusiasts anywhere so we’ve got to empower them with efficient, effective training delivery vehicles like eduMe.
The multiple, contextual, touchpoints through which Pet Supermarket makes training accessible promotes the highest engagement possible among their frontline employees - the company enjoys a 79% average course completion rate - 49% higher than the industry average for optional training.
eduMe is extremely well positioned to fill the needs for training in today’s world.
Due to their digestible, highly consumable nature, the company's usage of eduMe has meant training is completed in only 2 minutes on average. This is significant as it means minimal disruption to employees’ productivity and more time spent on the shop floor.
eduMe proved popular among employees, with 89% stating they enjoyed being upskilled in this manner. The switch to training in this way enhanced employees' perception so significantly that the company experienced a 15% reduction in turnover.
Not only did employees become less likely to depart, but because they had access to relevant knowledge at their fingertips, they were able to more competently manage the company's perishable inventory. Ultimately, employees being empowered to take effective action around inventory at risk of spoiling led to a staggering shrink-related saving of $1 million.
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