How U.S. Cellular Drives Efficiency at Scale

Delivering industry-leading innovations and an amazing customer experience in a fast-paced environment is no easy task. It requires organization, speed, and the ability to manage change across a large and diverse team. U.S. Cellular does all of this—and more—with intuitive training powered by Lessonly.

With over 6,000 sales associates and customer service reps—and with many rapidly changing campaigns and initiatives—U.S. Cellular needed an efficient way to drive consistency at scale. With sophisticated training needs and busy managers, U.S. Cellular applied Lessonly with multiple teams to help leaders across the organization do better training—and better work.

“Lessonly has been great for our teams out in the field. It enabled us to quickly and easily take information, package it up, and deliver it directly to our associates.”— Mike Margowski, Frontline Communications Manager, U.S. Cellular

Read the entire U.S. Cellular case study here.

Organize and streamline learning

For years, store and call center leaders at U.S. Cellular used 10-15 page training documents filled with text. Distributing, reading, and presenting these documents in team meetings wasn’t working—it was inefficient and inconsistent.

“It took so much time for our leaders to learn the information, distribute it out to their teams, and compete with different schedules—especially in our care centers and with frontline sales associates in store environments,” said Lindsay Young an Intranet Manager for U.S. Cellular.

The team at U.S. Cellular needed to modernize training and communication in a way that worked for thousands of employees, so they turned to Lessonly.

The easy-to-use lesson builder took the stress out of creating content. Rather than providing lengthy documents with too much information, U.S. Cellular now uses engaging images, videos, GIFs, flip cards, and quizzes for more meaningful lessons. With these tools, the U.S. Cellular team quickly began turning 15-page documents into bite-sized, 15-minute lessons.

Roberta Winger, Sr. Director of MCSO Enablement and Initiatives at U.S. Cellular pointed out,“We had some other companies that were willing to help us, but it took six to eight weeks to develop something before we could roll it out. We don’t have six to eight days to do this—much less six to eight weeks. The people at Lessonly got that, and the product supports that kind of environment.”

Leverage meetings

The impact of transforming lengthy documents into bite-size learning was almost instantaneous: Teams began to hold more efficient meetings. Before Lessonly, leaders had to unpack training documents for employees during weekly, in-person meetings. This was ineffective, led to training inconsistency, and proved difficult to balance with hectic schedules.

“One of the things I set out to do was to find a better way. To take our leaders out of the facilitation role, and allow them to have deeper conversations with their associates. I really wanted something more engaging,” added Winger.

Now, trainers and employees receive easily-digestible lessons before in-person meetings. Then they meet to debrief, discuss concerns, and ask questions. This new training model has saved U.S. Cellular hundreds of thousands of hours, delivered more effective training, and significantly cut down on printing costs.

Measure impact

U.S. Cellular didn’t just want to produce and deliver training content. It was important to find a tool that measured their training efforts. Prior to Lessonly, U.S. Cellular executives and trainers had no idea whether the content was resonating with associates or how well they understood it. Now, leaders across the entire organization—from frontline managers to seasoned executives—are able to view and measure the progress of learning through Lessonly’s Gradebook. This real-time feedback has been extremely helpful in identifying associates that may need additional training and coaching to improve their performance.

“We encouraged our leaders…to go in and review the scores and see if there’s a particular question that their team struggled with. This changes the game for leaders, who are no longer professors lecturing their pupils, but rather coaches helping their teams win.”—Roberta Winger, Sr. Director of MCSO Enablement and Initiatives, U.S. Cellular

U.S. Cellular has seen rapid adoption and engagement from employees with Lessonly. The company had initially set targets for an 80% completion rate with an 80% pass rate on quizzes. Now, they’re at a 99% completion rate with a 95% pass rate on quizzes.

Margowski added, “I love the feedback mechanism we have on the lessons, so associates can give a thumbs up or a thumbs down. Our stakeholders crave that information. It’s real-time feedback, and that’s something we’ve never had before.”

Proven Success

Lessonly is making waves across the entire U.S. Cellular organization. Every year, the executive team at U.S. Cellular reviews internal initiatives that had a significant impact on the business. The radical improvements in training and cost-savings for the company earned the Lessonly project an honorable mention in 2017. But, more than that, Lessonly has driven an entirely new way of training at scale.

Do better work with Lessonly

With Lessonly, companies, managers, and trainers quickly deliver engaging training content, empower their employees, and measure the impact on their business.  Read more about how U.S. Cellular uses Lessonly or take a tour to see how your team can do better work.

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