Mobile Learning - Vodafone Case study
In 2015 we moved to a mobile-first learning solution and have seen an
unprecedented level of learner engagement growing month on month to
10,000 items viewed per day for the 4,000 in our UK retail estate making
previous learning system usage pale into insignificance. John Shaw our head of
retail recently commented 'The word transformative is used far too often in
modern business but in this case it's wholly accurate.' Before changing learning
within Vodafone our classroom centric approach to training took our advisors
away from customers for far too long and we never found a way to benefit from the
people doing the job brilliantly within a store to socialise their knowledge and
experience between stores. We wanted retail colleagues to exceed customer
needs in a consistent way through great conversations but we had no effective
way to benchmark our advises against what we know good looks like and to
support them to evolve rapidly. Communication from HQ suffered
similar issues with email and paper our main tools, largely one-way, which we know
is a hit-and-miss cascade approach. We knew we needed to solve these challenges
but with no consistent technology available for staff to learn from it was
clear that a radical fresh approach was required. The Holy Grail was that staff
would choose to flick between Facebook Twitter and our app, blowing the
boundaries between work and pleasure. After researching the marketplace for a
mobile-first learning platform we engage fuse universal and developed a strategy
together. Key to our choice was their consumer grade but enterprise ready at
along with their analytics engine. First we redesign all key classroom training
to be blended reducing the number of classroom training days by developing
structured bite-sized learning plans optimised for delivery to colleagues' mobile
devices. Because all learning is bite sized, advisers are snacking on bites
with opportune moments during downtime
and before the classroom sessions. Interestingly we now have 50 percent
of access outside of work hours with peaks during travel to and from work,
90 percent of which is on people's own devices. We still track progress and
understanding but the analytics also share is that advisors are using the
former learning content as a performance support tool. The powerful search facility
allows an advisor to get back to any knowledge in an instant.
Easy access has meant increased access. We keep content interesting by using a
number of different video techniques which fuse help us with, from story-based
animations to live simulated deconstructions. Recording the people known
in the business as the highest performers has really helped increase
engagement. Another big success that has helped has increased top-line revenue is
fuse's observational assessment which allows store managers to identify the
strengths and weaknesses of advisors when applying the new sales methodology. The
data collected from the observation provides valuable analytics so we can
see how we are behaving on a national, regional, store and individual level. It
also gives the data to match financial performance of that store or region with
improved behaviours so we can measure real impact, and the outputs provide
managers a great coaching tool to have continuous conversations. We now push all
comms through fuse in an engaging rich media format so now we have a regular drum beat
to the communications which are received through notifications within the
app which advises comment, like and share. Social learning is another huge
contributor to the overall success and engagement. Within a couple of clicks
advisors and managers capture and post videos to their regional community. Sharing tips,
best practice and perfect pitches often going viral within minutes. The cream
rises to the top with the best content being used to supplement formal L&D
content with instructed learning programs overall the results have been
incredible. In terms of engagement
90% of advisers and 100% of manages actively use fuse. 9 out of 10
users said they were likely to recommend fuse to a colleague. From a cost-saving
perspective we have saved a near seven-figure sum including a £60,000
saving in paper costs alone and we have seen and measured an
increase in our Net Promoter Score, but the standout statistic is that we have
proved that next generation learning technology has had a direct impact on an
increase in the lifetime value of a Vodafone customer, something which we are
all very proud of.