Federated Co-Operatives Ltd. (FCL) revolutionized its retail operations with Mi9 Retail, boosting efficiency, cutting costs, and enhancing customer experiences.
FCL required a customized training approach to address the diverse roles within its stores as it transitioned to its new ERP system. MacLaren’s Web-Based Training and ongoing eSupport helped them do it.
At a Glance
Significant Change
Transitioning from the older system to the new Mi9 system required a substantial shift in operations.
Custom Training Needs
The diverse roles (cashiers, salespersons, cash management staff, file maintenance staff, and inventory management staff) necessitated tailored training solutions.
Comprehensive Approach
Ensuring all employees were adequately trained through a combination of web-based courses, on-site training, and continuous support.
Overview
Federated Co-Operatives Limited (FCL) is one of Canada’s largest co-operatives, operating 200 home and building supply stores across Western Canada. With stores transitioning from various legacy systems and processes, FCL aimed to standardize operations by implementing a Mi9 Retail system. The MacLaren Group was tasked with aligning processes and ensuring effective user adoption across all stores.
The Business Need
The transition to the Mi9 required a customized training approach to address the diverse roles within the stores, including cashiers, sales personnel, cash management teams, file maintenance staff, and inventory management employees. Initial assessments highlighted the need for a tailored training program to facilitate this change.
The MacLaren Group Solution
To support FCL, The MacLaren Group developed a comprehensive training program comprising:
Custom Training Materials
Developed to align with FCL's policies and procedures, including role-based exercises to be completed in class before the system’s go-live.
Workshops
Virtual sessions for file maintenance clerks, inventory and merchandising managers, super-users, and management to explore KPIs and reporting in depth.
Web-Based Training
Mandatory courses featuring simulations and exercises that replicated real-life scenarios, designed to be completed before on-site training.
On-Site Go-Live Support
Experienced trainers specializing in home and building supply stores and retail ERP systems led in-store workshops. They provided hands-on training in a sandbox environment before go-live, followed by on-site support during the system’s launch.
Virtual Help-Desk Support
The MacLaren Group provided each store with dedicated help-desk support, offering real-time assistance and prompt solutions post-Go-Live. This ensured a seamless transition and enhanced the overall experience for store employees.
The Results
The training program successfully prepared FCL stores for the new Mi9 system. The Web-Based Training and ongoing eSupport have been instrumental for onboarding new employees, managing role transitions, and addressing employee turnover. As a result, stores have seamlessly integrated the new ERP system, demonstrating confidence and proficiency in its use.