CSA Q&A: Save A Lot streamlines training with mobile ‘microbursts’

A discount grocer is ensuring compliance with COVID-19 protocols and standard operating procedures with real-time mobile training.

Save A Lot has updated an e-training program that relied on legacy technology and content to a modern, mobile-based process which features short sessions and interactive visibility. Chain Store Age recently spoke with a Save A Lot representative about how and why the retailer overhauled its training platform, and what benefits is now receiving.

What specific training challenge(s) were you facing?

At Save A Lot, we knew we needed to build a better model for training our associates. Store associate training was being delivered through 30-minute, e-learning modules, often on an aging computer in an area that doubled as a busy break room. This method took the associate off the sales floor and placed them in a work space that was insufficient for learning.

Save A Lot operates on a lean labor model and our success often hinges on associates being on the sales floor and interacting with customers. Additionally, training materials were being created by various functional leaders, which lead to inconsistencies and didn’t always reflect leadership and development curriculum strategies. Managers at all levels of the business had limited visibility into onboarding, training, and scoring outcomes, and were unable to track skill retention in real-time.

Like most retailers facing labor shortages, digital disruption, and changing consumer expectations, we faced risks to standing operating procedure compliance, customer experience, employee retention, and business outcomes with an outdated training program.

What made you decide to implement the GSC/Looker solution?

We had been utilizing the GoSpotCheck app for about a year for competitor price checks when we decided to investigate its functionality for our training needs. After brainstorming and needs analysis discussions with our GoSpotCheck customer service manager, we secured a plan on how we would move forward with our training objectives.

Key aspects of the new program included keeping content length to five-minute ‘micro-bursts,’ using minimal questions to affirm knowledge attainment, keeping trainings limited to one to two per month, and using short-form training videos and documents.

Along with training missions we also utilized the GoSpotCheck/Looker solution when we were impacted by COVID-19 earlier in the year. We used this platform to reach every corporate store and distribution center, ensuring the correct safety protocols and procedures were in place. Each distribution center and store manager on shift would use this as a checklist to verify all steps were being taken to keep our team and customers safe. The dashboard also allowed us to see where we had compliance and where we needed to follow up with teams that did not have the necessary equipment.

When did implementation take place and how did it proceed?

We began deploying training missions to a select number of pilot stores in April 2019 to test its functionality and effectiveness. Feedback started to come in and it was clear we needed real-time data to gauge training effectiveness at the individual and store level.

We worked with our partners at GoSpotCheck to create a real-time score card that each team member received after completing a mission. This allowed them to see how they scored, which questions they got wrong and the correct answer they should have selected. We were also able to guarantee that content was being delivered efficiently and effectively for the business. 

This also gave visibility to managers and departments on key areas of the business where team members were struggling and allowed for follow-ups to improve. Full rollout to our 400-plus corporate stores followed in May 2019 with great feedback and implementation from our field teams. Training missions are now used for every new member of store management along with ‘refreshers’ for team members that are struggling in particular areas.

What have the results been?

Quantitatively we have seen our standard level training course completion time decrease by 80% without compromising learning retention. This is a huge win for us because it means we are getting our team members trained faster and back out on the sales floor to interact with customers.

Along with our team members having more time on the sales floor we have saved 29 hours developing GoSpotCheck missions compared to our standard e-learning courses. This has freed up members of our talent development team to take on other projects that were stalled due to competing priorities. We also see stores with higher completion rates of missions now seeing an increase in efficiencies due to correct ordering and rotating products properly, and sales – with fresh products on shelves meaning fewer out-of-stocks.

Qualitatively the feedback from our field teams has been very encouraging. They enjoy the quick, information-filled videos more than sitting in front of a computer for 30-plus minutes. This is the way a millennial expects to learn, and it’s where training in retail is going. We’re seeing that teams retain the information much longer as well; it’s what they expect, and it’s a better experience for them. We’re also seeing an improvement in morale and retention, and we believe the two are tied to better employee experiences.

After we saw the success from our training missions, we decided it would be beneficial to automate the data from all organizational missions. We have 50-plus missions live across the organization at any given time and being able to build dashboards out for each would allow us to find more areas of opportunity. We have been working with our internal IT team and GoSpotCheck to automate all mission data to feed nightly through an sFTP (file transfer protocol), and we are hoping to have all data feeding over by the end of 2020.

Are there any future plans you can discuss?

We want to investigate how we can leverage GoSpotCheck/Looker with our 600-plus retail partner stores. As these are not corporately-owned stores, we think there is an opportunity on how we can set baseline expectations using the GoSpotCheck app. We are also looking at options for using GoSpotCheck/Looker to automate onboarding tasks and information for new team members.