Pink Gellac, known for its high-quality nail care products, has experienced rapid growth in recent years. What started as an online brand has now evolved into an omnichannel success. In addition to their webshop, the company has several physical stores in the Netherlands, Belgium, and France. This allows customers to experience the products in person and receive advice. However, with the fast expansion of their physical stores, the challenge arose to provide a uniform customer experience across all locations.
Better-informed employees form the heart of Pink Gellac
A consistent customer experience is a top priority for Pink Gellac. The company wants to ensure that customers receive the same high-quality service and product knowledge in every store. To achieve this, the brand makes sure to inform all employees about the latest product information and customer-focused approaches.
“With the expansion of our stores and our team, we had to find a way to ensure that our brand message and customer experience remained consistent, across all locations,” says Thera Strietman, CEO of Pink Gellac. “Rapid growth brought new challenges on how we train our staff and quickly engage them with new products and campaigns.”
To address these challenges, Pink Gellac chose MobieTrain a year and a half ago, in 2023. “Thanks to MobieTrain, we can train our staff quickly in all our stores, regardless of their location,” explains Strietman. “The platform helps us not only share important updates and knowledge. It also ensures that our brand values and customer focus are consistent everywhere.”
Guy van Neck, CEO of MobieTrain, emphasises the added value for companies like Pink Gellac: “MobieTrain is ideal for organisations experiencing rapid growth that want to maintain a consistent customer experience. We ensure that employees always have access to the right information and tools to deliver the best service.”
A consistent message in every store
For Pink Gellac, customer experience is key to their success. To achieve this, it is essential to harmonise the knowledge level regarding products and service, along with the core message of Pink Gellac across all teams. The use of MobieTrain makes it possible to continuously inform and train all employees, from newcomers to experienced staff.
Thera Strietman emphasises: “The choice for MobieTrain is based on several considerations, including consistent training, increased engagement, and efficient communication. The all-in-one platform provides Pink Gellac with the opportunity to offer training in a uniform way. It also has a strong focus on both product knowledge and service skills. MobieTrain makes training fun and interactive, which enhances the engagement of our employees and motivates them to apply the knowledge gained in practice.”
“Additionally, we use the platform for sharing weekly updates. Those updates allow all employees to quickly stay informed about new products, collaborations, promotions, and other important information,” continues Strietman. “This creates a constant flow of relevant knowledge, fosters cohesion within the team, and leads to satisfied customers. It makes employees feel confident and well-prepared in their interactions with them as well.”
The benefits that companies experience are clear: higher employee engagement, improved customer service, from well-trained and informed staff, and a consistent knowledge base across all teams. The platform is even integrated into the onboarding program for new employees, ensuring they have the right information from day one.
Higher customer engagement and coherent customer experience
Since implementing MobieTrain, Pink Gellac has seen a significant improvement in customer satisfaction, engagement, and internal efficiency. The platform has achieved a 95% engagement rate among employees, contributing to higher customer satisfaction. It also ensured a more consistent experience across all stores. This engagement has not only led to better-informed employees but also to a stronger team collaboration among the various locations.
“MobieTrain has enabled us to support our rapid growth without compromising on quality,” says Thera. “We continue to develop the platform to get even more out of our training and development efforts. We see it as an important part of our strategy for the future. Thanks to MobieTrain, we can prepare our employees quickly for market changes and customer needs, helping us maintain a leading position in the industry.”
Guy van Neck adds: “The success of Pink Gellac demonstrates how crucial it is to inform and engage employees effectively. A well-trained team is the key to an optimal customer experience, and we are proud that our solution helps Pink Gellac achieve these goals.”
With the ongoing commitment to training and development through MobieTrain, Pink Gellac is well-positioned to not only further enhance customer satisfaction and engagement but also to optimise operational processes and strengthen brand identity.
If you’re curious about how Pink Gellac streamlines employee training or want expert tips from their Content Creator, visit our blog for more insights.
