Background
Hemmakväll has achieved something that few even dare to imagine. When the rental film moved from the folk home to the museum overnight, Hemmakväll had no choice but to change. They seized the essence of their offer - home evenings - and swapped DVDs for Sweden's best loose candy. The rest is history.
They identified early on that the key to success is conveying an experience. That no matter where you are in the country, you should be able to walk into Hemmakväll and know you're getting the best. That requires all employees to know what needs to be done, to have the knowledge to help customers with everything from allergies to taste advice. Mixing franchises with company-owned stores doesn't make things any easier.
Having struggled with the challenge of ensuring that all employees have the right knowledge and give the right treatment, they thought there must be an easier way to do this. This is where Evercate comes in.
Anna Hasselqvist, Operations/Franchise Manager at Hemmakväll explains how they use Evercate to improve the customer experience and increase profitability.
We can clearly see that the stores whose staff complete the Evercate training are also the ones that follow the procedures, have lower staff turnover and are the most profitable.
