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How inDriver trains support staff around the world with microlearning
October 2020
It all started in 2012 in Yakutsk. Then there were very severe frosts and local taxi drivers raised prices for trips 2-3 times. In response, residents of the city created a community called "Independent Drivers" on the social network, where they left requests for trips and offered their prices.
Drivers took such orders, agreeing with the stated price, or offered their own. This feature has become the basis of the business model - the passenger offers his price in the application, and the driver agrees or offers an alternative. We give people freedom of choice and do not affect the cost of the trip in any way. This sets us apart from other services.
Over the years, the application has been actively developed. This is how the inDriver service appeared. Couriers, with the help of which you can order the delivery of a parcel from point A to point B. The service works on the same principle as ordering trips: the customer and the courier agree on the price in the application.
Drivers took such orders, agreeing with the stated price, or offered their own. This feature has become the basis of the business model - the passenger offers his price in the application, and the driver agrees or offers an alternative. We give people freedom of choice and do not affect the cost of the trip in any way. This sets us apart from other services.
Over the years, the application has been actively developed. This is how the inDriver service appeared. Couriers, with the help of which you can order the delivery of a parcel from point A to point B. The service works on the same principle as ordering trips: the customer and the courier agree on the price in the application.
Company
We are truly an international service, since we operate in more than 300 cities in 31 countries of the world: for example, in Russia, Kazakhstan, Brazil, Mexico, South Africa, Indonesia, Malaysia, India. We recently crossed the 50 million mark.
The development of the company is impossible without a team that currently employs over 700 people. We have 10 offices around the world, and support staff are everywhere. They help drivers and passengers if necessary.
You cannot go far in our work without constant training and development, and it must be controlled. But you must admit that it is difficult to monitor the training of employees, say, in India from Moscow.
Therefore, a high-quality online format was so important to us. At the same time, we were looking for a solution that would interest and captivate people so that it would be interesting for them to study in their free time without additional workload.
You cannot go far in our work without constant training and development, and it must be controlled. But you must admit that it is difficult to monitor the training of employees, say, in India from Moscow.
Therefore, a high-quality online format was so important to us. At the same time, we were looking for a solution that would interest and captivate people so that it would be interesting for them to study in their free time without additional workload.
A task
Why we chose Skill Cup
«The mobile format helps employees learn from home. They can watch lessons on the road, while they ride on public transport: play and refresh their memory. By the way, when we conducted a survey of employees, one of the guys wrote that the Skill Cup could be an additional social network for our business all over the world. Why not?»
Anna Makarova
Director of Customer Service Department, inDriver
Director of Customer Service Department, inDriver
It's hard to imagine our life without social networks. And a noticeable part of it takes place in the phone. Skill Cup has a mechanic similar to social networks, the platform has a convenient mobile format, and it can be used from the phone wherever there is the Internet.
In addition to the basic mechanics, we paid attention to several more features of the Skill Cup, which influenced the final choice of the platform:
In addition to the basic mechanics, we paid attention to several more features of the Skill Cup, which influenced the final choice of the platform:
Ease of implementation
In most cases, companies offer either box solutions (that is, platforms that need to be supported on their own server), or software for computers, which is also not always convenient. In Skill Cup, we got an easy-to-integrate mobile platform.
01
Language solution
You can work with the platform in both Russian and English, which greatly facilitates the task of international education. And the content itself can be created inside in general in any language. For example, we do it even in Hindi.
02
Excellent support
We liked Skill Cup operational support: we paid attention to it when we decided to expand. Thanks to this support from colleagues, we were able to clearly plan and write content for training.
03
Convenience in content creation
Everything here works like in the usual Instagram. So it's easy to create content - anyone can do it without special knowledge. It's great that the platform has its own photo bank! There are pictures on any topic - the choice is huge. The cards are very easy to collect.
04
Intuitive service
I liked that there are short videos in the admin panel that capaciously explain the principles of work. And, in general, everything is intuitive. Our content creation supervisors got the hang of it pretty quickly.
05
«I also like the built-in library of Skill Cup Store microcourses, which you can access with the platform. Before we had a basic media plan, we used publications from the Skill Cup Store library. There is no comparison with the boring courses in the form of presentations that are difficult to do and inconvenient to watch on a smartphone»
How it works
We launched the content on 3 sites: Russian, Indian and Malaysian offices. For better training, we divided our employees into the following groups: people who have been working for a long time, newcomers and those who are responsible for different types of service support. Each group has its own content.
01
Planning
On the advice of Skill Cup support, we have created a media plan. For each group, separate training topics were described and general ones were identified.
02
Content formats
Skill Cup has different formats. We use longreads, tests, individual assignments, educational games, videos.
03
Multilingual content
For international platforms, content is created by supervisors and bilinguals who work in the Moscow office and control their language areas.
Involvement in learning
For engagement, we use the formats offered by Skill Cup and external tools.
Playing duels
The duels received a good response. We use them to test employees. And in order to motivate to participate in duels, we first suggested playing them for chocolates.
To remind of the release of a new post, we created a separate channel, that is, a stream of publications in the Skill Cup on a specific topic. We post there announcements of posts for employees who do not receive notifications on the phone.
Making notifications
Content unites
Support staff offer their help with content creation. Some volunteered to help as content managers: they practically deal with SMM inside Skill Cup, write texts, propose solutions, promote topics.
We unite employees from different countries
A very interesting request came from colleagues from India. Employees there are interested in the Russian language: both because the company is Russian, and to communicate with colleagues. Therefore, there they publish once a week with Russian phrases.
The guys themselves have made an interesting series of publications "Our People" about people from technical support who now work in our company - there are more than 30 of them. This is how we stimulate the growth and development of our employees.
We motivate employees to grow
Results
We tested the Skill Cup in three offices. We were satisfied with the results and decided to scale the application to other technical support offices. This is one of the first projects that we have introduced for international platforms.
The system is efficient
At the end of May, we conducted an assessment of how well the employees acquired knowledge. To do this, we set the bar for passing the test to 80%, and everyone passed it. In all three offices, there were no people who would fail the test, that is, they wrote worse than the established threshold.
01
People see value in a tool
In the first month, we did not require a mandatory installation. We wanted to measure penetration like word of mouth. Therefore, we just made a publication once that an application appeared, and then the most curious guys began to share their impressions, and the rest of the staff quickly pulled up.
02
Influencers have power
When we first launched Skill Cup training, not everyone immediately installed the app. This was evident from our admin panel: invitations were sent to someone, but they did not even go in, did not download. But when the application began to be discussed in a general group on WhatsApp: what are the results, who did how many duels, the guys started to join. There was a noticeable undulating attachment.
03
«Now we work remotely, and the application has some kind of outlet, some kind of communication. The guys make articles about each other, communicate with each other. And even so they brighten up their forced disunity»
This will be our Mexican office, Brazil, Moscow office plus back offices in Yakutsk.
What are we planning to do
Involve offices from other countries
To do this we plan to publish a number of articles about employees in the format of cards in the feed. But first, we will introduce the employees to each other, because it is interesting to get to know better the one who works with you in the same office. And then we will launch a pool of articles about other offices.
Introduce employees from different offices