Scalable Automated Training for Frontline Sales & Customer Service

Client: A Large Restaurant Chain | Industry: Hospitality | Implementation: E-Learning

The Business Problem

The customer, the world's largest restaurant company with over 39,000 outlets in 125+ countries, had recently entered the Indian market with plans to scale to 1,500+ stores nationwide. Their challenge: rapidly train front-office staff on the Point of Sale (POS) system for 10th/12th pass employees, ensuring consistent quality while meeting large backfill hiring demands.

Need for quick national-level POS training without impacting brand standards.
Target audience was entry-level staff with basic educational background.
High turnover and urgent backfill requirements.

Solution Outcome

Solution / Intervention

Captured keystroke-level POS process details across various scenarios.
Developed demo/video modules with interactive VO-based content for knowledge inputs.
Created simulation modules to allow hands-on practice without affecting live data.
Added quiz modules to test contextual understanding of trainees.
Content was simplified for easy understanding by 10th/12th pass employees.
Modules were launched in phases—starting with key branches, later expanded to all locations.