Focus on engagement
Automotive retail networks often prioritize sales figures and customer satisfaction as key metrics for assessing their performance, yet many overlook learner engagement as a critical factor when evaluating their business impact.
MSX helped a luxury automotive brand organization with a presence in 18 global markets to implement a strategic initiative aimed at improving the OEM’s overall learning capabilities. MSX helped the OEM to redirect its focus towards learner engagement as a primary way of measuring return on investment on its learning spend.
MSX created a new learning ecosystem as part of the Regional Learning Academy, with a mission to revitalize educational initiatives across the region’s retail network.
The program boosted engagement by 30%, its highest level in the brand’s history.
Weed out inefficiencies
The global OEM’s existing solutions did not meet the needs of its retail network, with less than 7% of the content under two years old.
MSX assessed the existing e-learning framework, identifying opportunities for refinement and optimization, by applying a comprehensive scoring system. The system determines a program’s engagement adequacy, aiming for a minimum of 6 or 7 out of 10. The client‘s latest program scored a mere 2 out of 10.
In addition, the system wasn’t accessible via mobile devices, with further access issues across regions. Consequently, some markets created their own content using a different LMS altogether. The inconsistent approach across a broad geographical area was detrimental to learning engagement within the organization.
Make learning easier
MSX tapped into the organization’s existing learning program, creating a learning ecosystem with versatile mobile capabilities and scalable opportunities for continuous improvement.
The new solution enables employees to engage with learning content via their mobile devices and, through a single sign on, access multiple platforms, such as peer-to-peer learning.
Build in the rewards
The business can identify knowledge gaps and better support employees as they learn in the flow of work, driving engagement through personal achievement and motivation.
The peer-to-peer learning tool acts as a live needs analysis of the business, allowing MSX to identify knowledge gaps from the questions being asked. A resource library – linked to quizzes – also allows learners to access material and learn in the flow of work.
The Centrical platform links to business KPIs and has the capability to extract, edit, and condense portions of e-learning content from the existing LMS, crafting concise microlearning modules. In addition, gamified learning and data-driven video scenarios enable MSX to offer a diverse array of training interventions through the rapid authoring component within the platform.
The platform also drives engagement through recognition of personal achievements, offering rewards embedded within a virtual classroom broadcasting tool. It allows users to track their own performance, see how they’re impacting directly on KPIs, and monitor their performance against their peers, motivating them to learn more.
The single LMS also provides MSX with access to data that can be extracted and used to offer additional, more personalized, or relevant content, and build personalized learning pathways for each individual employee.
Fix-it-right-first-time rates have risen by 23%, and service satisfaction has grown.
Watch engagement soar
Increased learner engagement has directly influenced fix-it-first-time rates, service satisfaction and employee retention, which have risen significantly.
The program has boosted overall learner engagement by 30% across the region, reaching its highest level in the history of the organization. It was found that in the lowest performing markets, learner engagement has grown from 17% to 67% in three months. Technicians and service personnel are more engaged, and their overall performance has dramatically improved. Fix-it-rightfirst-time rates have risen by 23% and consequently service satisfaction has gone up. The brand has also seen vehicle and accessory sales increase, resulting in a rise in sales satisfaction.
Follow-up surveys have revealed a rise in employee satisfaction and staff retention. Technician retention is also up by 16%, which is particularly important to the client’s success.
In a quote from the client’s Network Development Director, he claims that “By adopting MSX’s suggested approach, the impact on our business has been quite profound. By actively measuring and focusing on learning engagement, we continue to realize a range of positive impacts in all of our core business KPI’s as well as our employee and customer experience. As a business this has us now approaching the future with a much higher degree of confidence.”
Rethink long-term learning
After crafting a competence development strategy, MSX successfully redirected the OEM‘s focus towards future needs, pinpointing fresh roles within the evolving agency model.
This encompassed transforming its signature sites into digital platforms, meticulously evaluating the delivery and implementation of new technologies, and gradually preparing the brand for a successful future.
Fast facts
Customer: Luxury brand with a global presence
Business Challenge: The OEM focused on sales figures and customer satisfaction for gauging performance success, neglecting essential factors such as learner engagement.
Geographical coverage: Asia Pacific (including Australia, New Zealand, Japan and Korea)
Solutions implemented: As part of a broader initiative to improve the brand’s learning capabilities, MSX helped it refocus on learner engagement to measure ROI on learning spend.
Increase in learner engagement
Rise in service satisfaction
Improvement in sales satisfaction
Rise in Net Promoter Score
Increase in learner engagement
Rise in service satisfaction
Improvement in sales satisfaction
Rise in Net Promoter Score