BCF increases NPS by 2 points with Yarno!
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NPS increase year-on-year
active completion rate
participation rate
Watch how
BCF
uses Yarno
Yarno allows us to upskill our store team members at scale, without pulling people off the floor. The engagement and completion rates speak for themselves, but more importantly, our team members feel more confident having real conversations with customers.
Who they are
BCF is a leading outdoor retailer, with stores in every Australian state and territory. With expert knowledge and service, BCF provides everything Aussies could possibly need for their next boating, camping or fishing adventure, all under the one roof.
Features used:
The challenges
Distributed workforce
With a diverse, Australia-wide workforce, BCF faced challenges delivering quick, cost-effective learning to upskill workers in product knowledge and customer service. They needed consistent, anytime-anywhere training that could be rolled out across all their stores.
Casual workforce
Another key challenge for BCF was the high proportion of casual staff across their workforce, each with different levels of product knowledge and customer service experience. This made it difficult to deliver a consistent standard in stores, particularly during peak trading periods when team members needed to get up to speed quickly. They needed a solution that would be easy to use and quick to upskill.
Extensive product range
BCF has an extensive range of products that team members need to be experts on. Training this level of expertise at scale and across hundreds of products was challenging and time-consuming. BCF needed a solution that could identify what their team members know and what they don’t know, helping them plug knowledge gaps quickly.
How Yarno addressed these challenges
Yarno worked with BCF to deliver bite-sized, just-in-time microlearning burst campaigns accessible from anywhere, on any device, at any time. This was crucial in supporting their casual, distributed workforce. BCF used Yarno to create engaging and relevant content, and as a result, their completion rate has grown to 99%!
In the last year, BCF has launched 6 long-running burst campaigns, on the topics of boating, camping, fishing, safety, service and apparel. This has allowed new team members to enhance their knowledge and existing team members to engage in self-led learning refreshers at any time.
The campaigns include flash facts (short, optional content cards shown to learners before they begin a Yarno campaign), and scenario-based questions (brought to life through short videos, GIFs and memes) to demonstrate relevance and enable learners to apply knowledge to real-life experiences in stores with customers. Most recently, BCF had 2,141 learners participate in a Yarno burst campaign, their highest ever!
Key results
2 Point
increase year-on-year in BCF's Net Promoter Score (NPS) to 76
99%
active completion rate
78%
participation rate
18%
average learner confidence increase
4.4/5
star rating from learners
Get started today
Ongoing Yarno usage
BCF continues to use Yarno to deliver learning to its team members, rolling out product and safety training at scale, and creating experts in every store across the country. Yarno’s long-running burst campaigns support onboarding for new team members and refresh and reinforce knowledge for existing teams.
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We’d love to chat about how Yarno can benefit your business
Mark, our Head of Sales, will organise a no-obligation call with you to understand your business and any training challenges you’re facing. Too easy.
Awards
Platinum Winner
Hall Bronze Winner
of the year (external)
of the year