On-the-fly knowledge base
With ϳԹ, Kirsten can add all COVID-relevant information to a single knowledge base so Road Scholar’s advisors can quickly look up policy and procedure information when they are on the phone with customers using ϳԹ’s Chrome Extension. Content is organized by team, topic, and use case and is also searchable by keyword.
To make content even easier to find, Kirsten created a visual icon system. For example, content with a book icon indicates knowledge information, a phone icon is used for call examples, a brain icon is for new hire training and quizzes, and a head icon indicates talking points. Now, every employee has a consistent source of knowledge — no matter where they are in their onboarding and day-to-day journey.
“ϳԹ helps me enhance my job skills by having a place where I can find answers to questions that I commonly have about new policies so I am always up to date with the best answer. I love how we get immediate access to any updates and have the ability to let those who create the Spek know they are helpful."
Trina, Service Advisor at Road Scholar
Effective training for both new and tentured employees
In addition to a knowledge base, Road Scholar uses ϳԹ like “a classroom environment” for a 3–4 week new hire onboarding and training. Instead of having to go back to view lessons in an LMS, advisors can search for any keyword using the ϳԹ Chrome extension to look back on any information they missed without the need to leave their workflow.
Kirsten loves that she can easily update Speks with the latest information and manipulate where and to which team the information is delivered. For example, she can embed relevant information directly into Salesforce so advisors can access knowledge where they work. And because the travel industry has so many nuances, Kirsten loves that her training materials don't have to follow the structure and flow of an LMS. Plus, only like to learn by taking online courses (LMS), compared to 75% of reps who want to learn by "doing." This is why Kirsten leverages Flows — ϳԹ’s step-by-step walkthroughs — in Salesforce so that advisors can learn processes by doing, rather than just listening to someone explain.
Additionally, Kirsten can track most-viewed Speks as well as each individual advisor’s viewed Speks in order to see where people are getting stuck in training and how she can optimize the training material. She has found there is a direct correlation between those who leverage ϳԹ and those who hit their KPIs.
“ϳԹ has really influenced how we train our reps and maintain our knowledge. Having learning integrated with their knowledge base is just such a huge game-changer for us.”
Kirsten Lennox, Training Manager at Road Scholar
Simple integration and maintenance
Compared to an LMS, ϳԹ is easier to manipulate and update. Each Spek can be easily customized with relevant videos, clipart, links to quizzes and forms, and more. Plus, when Kirsten has to update a policy, she can easily communicate those changes with pop-up notifications called Spotlights.
“ϳԹ has been so much easier for us. With an LMS, you have to create this huge course module that can be really burdensome. ϳԹ gives me much more freedom. Right now I can make a Spek in the middle of a meeting…I don't have to follow the structure and flow of an LMS in that case. Instead, I can do whatever works for our team.”
Kirsten Lennox, Training Manager at Road Scholar
