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Case Study - Staples

CCS' Training Solution Improves Staples' Customer Satisfaction Rating & Sales

SUMMARY

Staples needed to standardize training for 35,000 associates dispersed in 1,200+ stores and call centers nationwide, while reducing costs, increasing sales and improving customer service ratings. Since 2002, CCS has managed Staples’ online product, category and employee training program which studies confirm has a positive impact on customer satisfaction scores and an 8 to 40% increase in sales for products featured in the program.

STRATEGY

CCS develops, hosts and manages the Staples CyberScholar® Online Training Program, which is accessed in-store via the retailer’s intranet. To reduce the costs of the training, CCS manages a program whereby manufacturers pay to feature their product training on the site, to the benefit of salespeople, manufacturers and Staples customers.

SOLUTION

CCS’ Staples CyberScholar program is the exclusive online training resource for Staples’ 35,000 associates at over 1,200+ U.S. stores and call centers. In addition to product and category knowledge, the site delivers Staples’ strategic sales, customer support and services training. CCS supplies the instructional design and content development to ensure the information is easily learned, retained & applied on the sales floor. CCS also hosts and operates the site, while managing manufacturer-to-associate promotions to engage and motivate employees.

SUCCESS

CCS’ Staples CyberScholar training program has been extremely effective for the retailer, its sales associates and manufacturer partners. A 2005 Staples study demonstrate an 8 – 40% sales increase for products featured in the program over a 13-week period. The program is well reviewed by Staples associates, with an average 97% approval rating, and studies have shown a positive impact on Staples’ customer satisfaction (CSAT) scores.