Wisetail Success Story: Smashburger

 
Learn how Smashburger restaurants implemented like an all-star and set themselves up for ongoing success.

Who

When Kelly Saunders, Director of Training for the popular restaurant chain Smashburger, decided to make the leap from paper-based training to a Learning Management System (LMS), she knew it needed to be customer centric and nimble.

“We had been looking for an LMS solution for about two years and what separated Wisetail was their social engagement and the culture of the Wisetail company itself.”

Kelly Saunders, Director of Training for Smashburger

Pre-Wisetail Learning Management System

Before Wisetail, Smashburger relied on physical copies of training materials followed by online quizzes to gauge comprehension. Online access to each quiz was granted only by manager approval, and this chain of command could cause bottlenecks in the completion of each quiz.

Moving away from a paper-based model did not have to be daunting with a partner to guide her through a strategic and highly personalized implementation.

Co-Lab Implementation

Part of every Wisetail Implementation consists of a Co-Lab. This on-site progressive approach provides hands-on instruction so users can truly master their LMS. This method of implementation contradicts traditional software, which typically relies on professional services, a set numbers of hours, and no guarantee that users will be successful in using the software.

“I told the Wisetail team exactly how I wanted to use the tool to deliver what we needed to deliver,” says Kelly.

Upon completion of the Co-Lab, Kelly had an environment that met her brand standards and training objectives, as well as a strategic rollout for her entire system.

Proof Of Concept: A Smashburger LMS

Smashburger’s proof of concept consisted of five restaurants and 90 users. This controlled methodology allowed Kelly to gather feedback and refine the system requirements before all the other locations adopted it. This also built trust and credibility, which was crucial to getting buy-in from the rest of the company.

In those five locations alone, the number of quizzes that were deployed and completed doubled on average. This increase translates into meaningful gains for employee education, motivation, and engagement with the Smashburger brand.

Kelly and her team have used their Wisetail LMS to help expand Smashburger to over 32 states and five countries, and that’s been made possible by an unparalleled level of customer service from the Wisetail Team. “Wisetail is an all-encompassing implementation that takes a user from start to finish and beyond,” adds Kelly.

Ongoing Support

Ongoing support at Wisetail consists of a dedicated Customer Experience Team. A team which comprises additional support from Product Developers who help ensure Kelly’s LMS is exactly on-point for her needs. The Wisetail team is actively involved in every stage of implementation and is thoroughly invested in Smashburgers business and objectives.

Kelly and her team know they can chat with a real, live human who knows the Smashburger system inside and out, whenever they need to. It’s not a traditional way of approaching implementation, but for a company like Smashburger, traditional doesn’t fit with its brand values. According to Kelly, “We now have that nimble, customer-centric solution that will grow alongside our business. We know that when we pick up the phone, there isn’t just another CSR on the other end. There’s someone who knows our business and has been with us every step of the way.”

smashburger

Kelly Saunders, Director of Training for Smashburger

“We now have that nimble, customer-centric solution that will grow alongside our business. We know that when we pick up the phone, there isn’t just another CSR on the other end. There’s someone who knows our business and has been with us every step of the way.”

Read more case studies of success using Wisetail