From Frustration to Functionality: Enhancing eLearning
for a Fast-Casual Beverage Chain
Executive Summary
A specialty beverage client needed to improve its eLearning curriculum to increase sales and enhance training effectiveness for both managers and line-level employees. TrainingPros partnered with the client to redesign and develop their existing eLearning courses, making them more functional and easily consumable. The result was a significant reduction in training-related support tickets, improved user experience, and increased trust among franchisees and store managers.
The Challenge
The specialty beverage client’s Learning Management System (LMS) was overwhelmed with thousands of support tickets related to training course issues. Employees frequently encountered problems with course functionality, including getting stuck in interactions, difficulty navigating content, and widespread frustration with completing required training. Additionally, some franchisees and store managers requested course completions for entire teams, indicating a lack of engagement and trust in the existing eLearning platform. The client needed an urgent solution to improve the learning experience and reduce inefficiencies.
The Solution
The collaboration between TrainingPros and the client delivered measurable improvements:
- Support Ticket Reduction: The LMS ticket count dropped to just 1% of total users, aligning with industry expectations.
- Improved Training Engagement: Employees were able to complete courses efficiently, increasing training effectiveness at the store level.
- Enhanced Franchisee and Manager Trust: The improved training experience rebuilt confidence in the system, reducing the need for manual course completions.
- Recognition of Impact: The client’s internal learning leader, who spearheaded the initiative, was awarded Employee of the Month—demonstrating the company-wide appreciation for the improved training experience.
The Result
The needs analysis provided the client with a comprehensive blueprint for leadership development, serving as the foundation for competency and curriculum design.
With this framework, the client is positioned to design a curriculum and performance management that will cultivate a strong pipeline of leaders, improve operational performance, and align their learning strategy with evolving workforce dynamics.
Conclusion
The needs analysis provided the client with a comprehensive blueprint for leadership development, serving as the foundation for competency and curriculum design.
With this framework, the client is positioned to design a curriculum and performance management that will cultivate a strong pipeline of leaders, improve operational performance, and align their learning strategy with evolving workforce dynamics.
Resources Provided
Technology Used
2024 Trends in Learning & Development: Insights from Learning Leaders
Ready to work with us?
Does your learning and development department have more projects than people? TrainingPros has been named as a Top 20 Staffing Company internationally by Training Industry. Coupling this award with being named a Smartchoice Preferred Provider by Brandon Hall Group for 2025 underscores TrainingPros’ unwavering commitment to delivering high-quality, tailored training solutions. If you need instructional design consultants or learning experience designers for custom content projects, contact one of our industry-expert relationship managers today. When you have more projects than people™, let us find the right consultant to start your project with confidence. Schedule a consultation today.
