Subway® Sandwich Restaurants

Customers in 115 countries have easy access to a fresh line-up of vegetables for their made-to-order sandwiches and salads at any of the more than 44,500 franchised locations. The company, founded 52-years-ago by then-17-year-old Fred DeLuca and family-friend Dr. Peter Buck, is still a family-owned business with thousands of dedicated franchisees/entrepreneurs in neighborhoods around the world, providing easy access to vegetables, detailed nutrition, dietary, and healthy lifestyle information. This has been a priority for the Subway® chain for many years.

THE CHALLENGE

Subway’s Previous LMS Struggles

• Unhappy with the old LMS – we couldn’t seem to line up the data the way we needed, we could not do reporting at the DA level and the HQ level
• Had to create our own reporting systems outside of the old LMS
• There was no customer service- it was a ticketing system, not a person; tickets were never resolved and on many occasions, they wanted to charge us for the fix
• The old LMS would just shut down in a middle of one of our users taking a course
• No mobile experience options, no app
• The interface look and feel was out dated and it couldn’t scale for our growth
• It was difficult to address the Subway® brand’s complex organizational structuremulti-relationships of corporate, franchisor and franchisees

THE SOLUTION

Why did Subway® choose Schoox?

• We looked at a few LMSs and were introduced to Schoox by Red Book Connect
• Our first impression of Schoox – very easy to use interface, very intuitive and very modern, clean and streamlined; we loved it
• Our only concern was users from the old system may not be able to adapt but those users with social platform experience would get it
• Taking a course was very easy and administration tasks were exceptionally easy

THE RESULTS

How did Schoox Solve Your Business Challenges?

• First the rollout was done in an unbelievable record time; the University of Subway was launched to all 540,000 users in 110 countries at the brand’s 44,000+ locations in just 30 days; reaching peak daily rollouts to 125,000 users with no issues
• The mobile app was a great additional training option
• It was very easy to setup users that aligned with our complex organizational hierarchy
• Users from old system adapted easily to the new system; we offered training resources and the communication was very good
• The Schoox’s platform was extremely reliable; we’ve had no issues
• Franchisees pull reports is easily, much better than the old system
• The system is so easy to use that across the organization admins, franchise owners, and users can navigate through the system quickly and easily with basic training source
• Easier to manage the training time for users; creates flexibility within the workspace to offer training at anytime
• In-house technical support tickets are practically non-existent now
• The feedback has been positive across the entire organization; C-level is very pleased because all of the users are pleased

THE SURPRISE

Were there any benefits of Schoox that were unexpected?

• Schoox makes you feel like we are their only customer; they have been available by phone and email 24/7; no more ticketing system; the day-to-day interaction and turnaround time of customer support has been above our expectation and a pleasant surprise.
• Schoox has opened our eyes to other possibilities in reporting; from a HQ perspective – we are thinking differently how we report on ourselves and working with Schoox to make that happen
• Schoox made system Integration very easy; technology and integration standpoint the last LMS was a nightmare and this one was planned diligently and it went very smooth throughout the rollout—it was a nice surprise
• Schoox took care of recreating every one of our courses that were in a SCORM format for us, which saved our internal training team an immense amount of time and burden; Schoox made it seamless for us by just taking it over and recreating every SCORM course into a video format; enabled us to move away from SCORM which has made it easier for us to deliver training content
• Our future plans include turning on the social collaboration features as our users are asking for them