Customer Case: Hemmakväll

Background

Hemmakväll has achieved something that few even dare to imagine. When video rentals went from household staple to museum piece overnight, Hemmakväll had no choice but to reinvent themselves. They seized the essence of their offering – cozy evenings at home – and swapped DVDs for Sweden's best pick-and-mix candy. The rest is history.

They identified early on that the key to success is delivering an experience. That no matter where you are in the country, you should be able to walk into a Hemmakväll store and know you're getting the best. This demands that all employees know what needs to be done, that they have the knowledge to help customers with everything from allergies to flavour recommendations. Mixing franchise and company-owned stores doesn't make things easier.

After struggling with the challenge of ensuring that all employees have the right knowledge and provide the right service, they figured there had to be an easier way to do this. This is where Evercate enters the picture.

Anna Hasselqvist, Operations/Franchise Manager at Hemmakväll, shares how they use Evercate to improve the customer experience and increase profitability.

Solution with the help of Evercate

The strength of Evercate is that it is incredibly easy to use for everyone, whether it's regional managers, franchisees, or employees. It's straightforward to reach a large number of people and it's very fast. Additionally, it's easy to follow up on participation, which helps us make better decisions about how to allocate our resources.

The training helps engage staff and reduce employee turnover. Many work alone in the store and feel more confident in their role when they have the training to fall back on.

Our staff have different circumstances and schedules. Everyone has their own life puzzle to solve. That's why it's convenient that people can take part in the training when it suits them. Some store managers schedule 30 minutes for our employees before the first shift, others do it at home.

"With Evercate, we have got the whole organisation on board. It is much easier when everyone can see that their results improve."

That's why training is our highest priority for next year. We plan to create more interactive courses in Evercate to engage employees even more. We will also invest in a leadership training programme to be conducted both on-site and digitally, which we believe will be successful.