The Challenge
Love’s Travel Stops & Country Stores faced significant challenges with their outdated Learning Management System (LMS). Employees were required to access training content on desktop computers located in their manager’s office, which was not only inconvenient but also time-consuming.
Eric Roth, Manager of Learning and Development at Love’s, described the inefficiency: "Trying to get back into that manager’s office after your first day of training is tough. It takes you almost as long to go and find the training you took again as it does to watch it the first time, all for one little thing you couldn’t remember how to do."
This system led to inconsistent training across the company's 450+ locations in 41 states and hindered employee engagement and retention.
The Solution
Love’s discovered EchoInk as a modern alternative to their outdated LMS. EchoInk is a smart content system designed to deliver digital learning content to employees, enabling mobile access and easy content creation. After evaluating other solutions, Love’s chose EchoInk for its ability to provide searchable, always-accessible information on mobile devices.
Eric Roth highlighted the convenience: "With {EchoInk}, I can type in ‘fountain nozzle,’ and it'll bring me right to the thing that I'm looking for where I can watch a video, look at the pictures, or read the how-to step-by-step guide. Do that, and I'm done in less than a minute."
EchoInk was initially rolled out to 16,000 employees across Love’s extensive network and saw an impressive 91% adoption rate within the first two weeks. The system allowed for seamless updates to training procedures, ensuring consistency across all locations.
The Results
The implementation of EchoInk brought transformative results for Love’s Travel Stops & Country Stores. The mobile learning solution significantly improved learning retention and operational consistency.
Eric Roth emphasized the impact on procedural updates: "If we change one of our procedures, such as how to repair a pump or clean the roller grill, I can go into the module right now, update the information, push it out for publication to every single store across the country, and it’ll be done. It’s simultaneous."
Additionally, EchoInk contributed to reducing employee turnover by empowering employees with the tools they needed to succeed. Roth noted, "With {EchoInk}, turnover will decrease. The number one reason people leave us or any job is because they don’t feel confident that they have all the tools to do their job."
The shift to EchoInk led to enhanced employee engagement and ultimately, improved customer satisfaction across Love’s 450+ locations.
