Norway-based Attensi has successfully deployed a gamified simulation training solution internationally for Germany-based foodpanda to deliver deeper knowledge, reduce time to competence and drive consistency.
Operating across five continents including 12 markets in Asia, foodpanda is using the Attensi solution to train its restaurant partners on best practices in dish preparation and operating protocols.
foodpanda has also deployed Attensi’s solutions to train its contact centre employees to ensure system adoption and best practices in customer service.
“Our job is to deliver a consistently positive experience to millions of users across the region every day, regardless of which country or city they’re located in,” said Rohit Appadurai, head of quality assurance, training and knowledge at foodpanda. “Attensi’s training has proved critical in ensuring consistency in our service quality, so we are able to provide high quality customer interactions at our service centres across Asia.”
Only months into the partnership, the Attensi solution is closing 89% of identified knowledge gaps, with 93% of trainees feeling confident in their knowledge after completing the curriculum.
For example, a module training foodpanda workers on a key software program needed to process orders increased their score from 23% on their first attempt to 95% on their best attempt – a 313% increase.
Overall, the program has led to increased scores on key KPIs assessing customer experience, business accuracy and compliance – with some territories showing a 10% increase of “Perfect Interaction” cases (where combined KPI scores are 100%).
For its engagement with Attensi, foodpanda chose a subset of seven countries to deploy a training solution focused on delivering reliable, high-quality products and customer experience.
Given that product quality should be consistent regardless of origin, kitchen staff must be provided with standardised training across the partner network to ensure food items are prepared in the same way.
Attensi delivered an engaging, consistent and scalable training to these multiple kitchens in multiple languages. In addition, Attensi is supporting foodpanda in onboarding new staff to its contact centers by improving competency and skill sets to deliver outstanding customer service.
For both the kitchen and customer contact technology trainings, the Attensi platform combines concepts of interactive gaming, scenario-based learning and behavioral psychology into a compelling and effective training experience.
Partner restaurants benefit from foodpanda’s ability to create a frictionless, technology-enabled and interconnected customer experience without the hassle and heavy costs of building and running their own delivery platform.
The engaging, digital learning environment allows any errors or learning curves to happen safely away from customer-facing environments.