The following article is the contribution of Marieke Bjørgung, former founder and owner of Yogurt Heaven. Marieke was a pioneer who brought the first yogurt chain to Norway back in 2009 and is now passionate about helping small, medium, and large chains worldwide to improve efficiency and maximize employee engagement at Motimate – A Kahoot! Company.
Fit For A First Class Funky Franchise
I recently had the pleasure of sitting down with Lisa Jyborn, Regional Manager of Funky Frozen Yogurt, Scandinavia’s largest frozen yogurt chain, which has ambitions to expand to London and beyond.
Lisa made the executive decision in November 2020 to work with Motimate with the goal of revolutionizing training at FFY. They launched with the app in January 2021.
First, some background on Lisa and the reason she decided to adopt Motimate. Lisa has risen through the ranks at FFY because of her steadfast commitment and emphasis on the customer experience. Her ability to share this conviction and passion with her colleagues put the wheels in motion to change training processes, leading to the first iteration of what they called the Funky Academy. Led by Lisa, this Academy trained staff to engage with customers in an entirely new way with the aim of fostering a “feel good” experience for them to remember. But Lisa is only one woman and the Funky empire is vast. Within 1 year she could only hope to visit each shop 1 time. Not only was this a burden on her physically and mentally, but it was a massive financial burden on the company.
Let’s fast forward now to March 2021. Lisa has built a comprehensive arsenal of courses or “Motis” as we call them, covering not only her former Academy materials but also topics relating to onboarding, store routines, product knowledge, sales techniques, and company values. So what effect has Motimate had for her operations? Did the app help accomplish her goal?
What she shared with me in our conversation were several surprising, unexpected revelations as to how Motimate has managed to transform not only their onboarding and upskilling, but also their culture, sales, and customer experiences.
When I asked her about the user experience for her staff, she told me what I expected to hear (as we often do at Motimate): they loved how easy it is to use, they feel more confident in their work, they enjoyed the interactive content – especially the games, video tutorials, and Pulse board, and they felt it was truly effective. But then she surprised me by saying that the culture had changed as well. The shops that used Motimate the most had increased employee engagement and began to foster a “feel good” environment of inclusion which was the exact vibe she tried to build in her Academy.
In my opinion, it is a special day when an app can foster a human connection better than an in-person experience. Remember that “feel good” experience she was aiming to provide the customer? With Motimate she unexpectedly built that into her company culture which will now be reflected externally to the customers as well!
The surprises did not end there. I asked what her favorite thing about Motimate is? With a big beaming proud smile on her face she responded, “Yesterday my boss called and told me well done Lisa! I just logged into Motimate and I loved the new videos you posted on the Pulse wall! How cool to see the content you made and the employees’ responses to it.” She felt her work was recognized and validated beyond the obvious financial measurements and results.
One of the most common uses of Motimate is for onboarding and upskilling, so I was curious to know how she felt Motimate had changed these processes for her. She laughed and said “all my previous problems have been fixed and when something new comes up, that’s ok because I can just make a Moti about it!” For example, her most recent hire showed up for her first shift extremely well-prepared and picked up things much faster than usual, except she struggled with one minor detail relating to Frappuccinos. By the end of the day Lisa had made a Moti about it and could see in her reporting section that the employee had completed it 2 times. Problem solved.
Overall, new hires at FFY now require 12 hours of training compared to a previous 25-30 hours. Lisa can relax knowing that information is delivered consistently and correctly across all locations and there is no fear of confusion or alterations in the process, it is done correctly from the start. Lisa has also tracked a clear correlation between Moti completions and upselling results of extra products such as drinks and sauces which makes her believe that people are paying attention and responding to the content she is creating for them.
With time for one final question I asked her, looking forward, how do you grow and open new shops without having to reinvent the wheel each time? Her response was, “Motimate! I know I will use it more & more and the results will get better & better.”
Bravo Lisa, mission accomplished.
Are you interested in upgrading your employee onboarding and upskilling? Motimate has a limited time, exclusive offer for IFYA members! Through June 30th you will receive a 50% discount on the onboarding fees. Act fast so you can be up and running by summer! Contact Marieke directly at marieke@motimateapp.com or by phone +47 414 29 228.
