The joy of experiences and games Veikkaus around 50 of its own gaming halls, Casino Helsinki and around 4,000 sales outlets throughout Finland ensure the sale of games and contribute to responsible gaming. On the Priima learning platform both Veikkaus’ own staff and sales agents are actively trained in customer service and various everyday encounters.
Every person selling Veikkaus games must undergo training on topics such as the use of the sales terminal, responsible game sales and the products being sold. A comprehensive range of courses on responsibility, security, data protection and many other topics are available to Veikkaus customers.
There are more than 1 300 betting shops and tens of thousands of game dealers in various outlets, from supermarkets to kiosks.
Veikkaus’ Priima learning platform, Treenaamo, brings together all the training courses your staff need and recommends the right courses for different target groups. In addition to sales staff, other internal and external employees also receive training in Treenaamo. The platform also supports continuous on-the-job learning and training days and monitors the implementation of training.
“It’s a really big deal for us that the platform and training is 100% available all the time, and we can always provide up-to-date training, regardless of time and place. This is the only way we can provide high-quality and cost-effective training,” says Anssi Rinta-Rahko, Training Manager at Veikkaus.
Learning platform deployment project from start to finish in 4 months
When Veikkaus’ previous learning environment came to the end of its life cycle, they wanted to find a modern, evolving system to replace it. During 2022, requirements specifications were worked on. The tender for the system started in January 2023 and the selection was made in June 2023.
The implementation project started in September 2023, the project schedule was agreed and the tasks were assigned in cooperation between Saarni Learning and Veikkaus. The needs identified in the requirements specification were carefully reviewed to ensure that Priima’s features best supported Veikkaus’ objectives.
The weekly or bi-weekly collaboration meetings were used to go over outstanding issues and issues to be resolved, the Veikkaus key users received the necessary training and ongoing communication was smooth via the Teams channel.
Towards the end of the project, the participants themselves transferred the content into the learning environment and tailored the lessons for different target groups. At the same time, the platform’s functionalities were tested. “Our observations led to further major product development needs, which Saarni was quick to address. We found a solution to most of them even before the launch,” says Rinta-Rahko.
After the launch, requests for support from the Learning System decreased by 50%
The deployment, including user instructions, was completed as planned at the end of 2024.
“I’m really happy with the roll-out. We were able to get the training into the system in the right batches. We always got answers to our questions from the experts at Saarni, and they were very responsive to changes in plans. Saarni expertly built the necessary data transfers, and we were able to target the trainings correctly to different groups,” says Rinta-Rahko.
More than 300 people sign up to the gym every day. After the first two months, the number of users exceeded 20 000 and is expected to double by the end of 2024.
“We were excited when game retailers in our dealer network were directed to sign up to the new platform – we knew thousands of people would sign up straight away. It was a false alarm: once sign-ups started, our learning platform’s helpdesk contacts dropped by 50% compared to the previous year. The number of contacts is still falling,” continues Rinta-Rahko.
Training for all staff managed on a single platform
Most of the training content is produced by Veikkaus’ five-person eLearning team. “Each year we produce dozens of courses and maintain around 350 courses: we are responsible for user support, opening and assigning courses, updates and reporting,” Rinta-Rahko describes. In the future, Veikkaus experts will also be able to produce online courses themselves if they wish.
The system was chosen to allow training to be managed in one place and targeted at different groups of staff. It was also important to allow different ways of registering as a user. Priima also has new features compared to the old system, so that, for example, registration for local training and webinars will in future be handled through the Training Room.
Training data is processed not only in Treenaamo, but also in a separate training register and other systems, between which file-based and interface-based references and imports are made. Data transfers have been considered for implementation to existing and future systems.
“It was important to think about data transfers already during the implementation phase, so that the learning platform supports them as well as possible in the future,” sums up Niko Hummastenniemi, Technical Project Manager of Saarni Learning’s product development and Priima’s product owner.
Open further development of the learning environment is praised
Rinta-Rahko says that working with Saarni Learning has challenged their team to think in new ways. This has brought new insights and opportunities for training. She is looking forward to the development of analytics and reporting, so that their team can better target training in the future.
“Veikkaus has good development ideas that meet the needs of many of our other customers and also develop Priima as a product,” says Henna-Riikka Ahvenjärvi, Customer Success Manager at Saarni Learning.
Rinta-Rahko is grateful that the system is being developed in an open and collaborative way. “Henna-Riikka is a good driver and it’s nice to develop together with Niko, Vesa and the rest of the team. Our suggestions are listened to and we know whether they will go into development immediately or remain on hold. We also get an estimate of the work required for implementation and can prioritise requests where necessary,” she says.
Rinta-Rahko thinks that going through the development wishes with all customers is a really good practice. “We can compare usage patterns and needs and get tips from each other. Being open about the development path helps our own thinking – I wish this kind of approach were common among other actors,” she continues.
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