Driving Sales Engagement and Brand Understanding via Digitalized Education

Challenges:

Tempur Sealy's TEMPUR® products are sold in stores around the world, often displayed alongside those of competing manufacturers. Understanding that approximately 70% of customers purchase products recommended by sales staff in-store, Tempur Sealy recognized the need to ensure their staff had a strong understanding of the products and were highly motivated to sell them.

However, traditional in-person training was costly and time-consuming, and follow-up communication presented numerous challenges. Furthermore, for a global company like Tempur Sealy, providing uniform training to staff at all retail locations worldwide was difficult. To address these issues, Tempur Sealy partnered with Monstarlab to introduce a digital solution for training their product sales staff.

Solutions:

Monstarlab proposed the development of an e-learning application for training purposes. By delivering unified training through the application to staff at all retail locations worldwide, the goal was to reduce costs associated with training and communication, implement various features to enhance brand understanding, and ultimately improve customer engagement through high-quality customer service leveraging the advanced knowledge gained.

The proposal was successfully adopted, and Monstarlab took end-to-end responsibility for the project, from strategy formulation to development and testing. In addition to a notification function for quickly disseminating information on new products and campaigns, features centered around gamification were implemented to foster brand understanding and affinity among retail staff through personal statistics, rankings, quizzes, and trivia. Furthermore, to accommodate global deployment, the implementation of localization features tailored to each country's KPIs and staff levels was also achieved.