Reduces ramp time by 34% with 100% learner satisfaction
Adam Brown — Head of Customer Experience, Daniel Jensen — Customer Experience, Learning & Development Manager
34%
Decrease in new hire ramp time
90%
Customer Satisfaction (CSAT Score)
100%
Learner satisfaction score
Challenge
Effectively supporting new hires at scale with user friendly technology to compliment a small team.
Solution
Digitally scaling new hire onboarding and implementing self-directed learning.
HEADQUARTERS
Richmond, England
INDUSTRY
INTEGRATIONS
MaestroQA
Share
Back in 2013, a small group of people came together to bring one vet’s idea to life. They set out to solve a problem at the heart of pet food: despite the overwhelming choice of one-size-fits-all food in the shops, there was never anything that could tick all the boxes. Long lists of mysterious ingredients on the label only made things more complicated – there had to be a better way to feed dogs right. And so tails.com began, assembling a crack team of experts including vets, nutritionists and engineers (and their dogs) to develop a super-smart way to create a unique recipe for every single dog – yes, even yours. From your dog’s weird preference for whiffy fish smells, to that itchy skin condition, your dog’s tails.com recipe is based on information only you could know.
The Challenge
Effectively supporting new hires with a small team
Tails.com provides dog food delivery through a tailored service focused on its customers. The Customer Experience (CX) team interacts with 9,000 to 10,000 customers weekly, ensuring dogs receive the proper nutrition and feeding plan with personalized products.
With 75 members across 4 markets, Tails.com had challenges providing training to the remote team and difficulties supporting customers online and during the onboarding process. The Learning and Development team could not support everyone effectively and hiring more people was overwhelming. They used slide decks for training but realized it was insufficient and needed a searchable tool for quick information access.
“Seismic Learning (formerly Lessonly) has been a transformative tool for us at Tails.com, helping us promote customer experience as a springboard role for personal and professional growth. The platform empowers our team to learn and grow continuously, knowing that everything they acquire here is transferable and valuable in their journey towards achieving their aspirations. We have truly embraced the platform, offering workshops and open discussions to cater to individual preferences and learning styles, making sure our team members have the tools and support they need to excel in their careers.”
Adam Brown
Head of Customer Experience
The Solution
Scaling new hire onboarding and launching coaching programs
In 2-weeks, the Learning and Development team built out their remote onboarding program in Seismic Learning to support their distributed and rapidly growing CX team. Seismic Learning helps the team provide a better quality onboarding experience, improve CSAT scores, and increase their efficiency.
“Seismic Learning has been a game-changer for our team. It’s so user-friendly and even our tech-nervous team members have been able to easily understand and use the platform,” said Daniel Jensen, Customer Experience, Learning and Development Manager at Tails.com.
Tails.com implemented self-directed learning opportunities for their employees with Seismic Learning to unlock potential and provide opportunities for learning and growth. This has impacted learning engagement and reduced turnover. The CX team serves as a hiring pool for the rest of the company and Seismic Learning allows Tails.com to empower employees to take the next step in their careers.
Streamlining manual tasks with the MaestroQA integration
The MaestroQA integration with Seismic Learning brings quality assurance and training together to create one continuous cycle of helping agents improve their skills. With the grade book in MaestroQA, the Learning and Development team can easily track progress and determine if someone has passed a lesson or needs a reminder to complete it again.
Grading tickets and recommending lessons at the same time saves the team a significant amount of time. It allows them to quickly handle administrative tasks and share information with others. Additionally, having a log of the conversations in the right place has been incredibly helpful.
“The integration for MaestroQA has saved us a significant amount of time. Being able to grade tickets and recommend lessons at the same time has been incredibly helpful,” shared Jensen.
The MaestroQA integration with Seismic Learning has saved the Learning and Development team at Tails.com time and improved efficiency in grading tickets and tracking progress.
“The self-guided learning option has helped with engagement and reducing turnover. It provides agents with a clear path forward in their roles and opportunities for upskilling.”
Daniel Jensen
Customer Experience, Learning and Development Manager
The Results
Reducing ramp time by 2 weeks
Since implementing Seismic Learning, Tails.com has improved training and support for their remote team, increased learner satisfaction and agent happiness, and created a more engaging and inspiring work environment.
“The feedback from our team has been fantastic. They love the program and have given the lessons a big thumbs up,” said Jensen.
Tails.com boasts 100% learner satisfaction with Seismic Learning. This has helped them achieve a 90% customer satisfaction (CSAT) score and reduced new hire onboarding by 34%.
