{"id":6998,"date":"2024-03-07T12:00:00","date_gmt":"2024-03-07T10:00:00","guid":{"rendered":"https:\/\/saarnilearning.fi\/blog\/alko-delivers-world-class-customer-service-with-the-support-of-the-priima-learning-system\/"},"modified":"2026-01-22T11:10:25","modified_gmt":"2026-01-22T09:10:25","slug":"alko-delivers-world-class-customer-service-with-the-support-of-the-priima-learning-system","status":"publish","type":"post","link":"https:\/\/saarnilearning.fi\/en\/customer-cases\/alko-delivers-world-class-customer-service-with-the-support-of-the-priima-learning-system\/","title":{"rendered":"Alko delivers world-class customer service with the support of the Priima learning system"},"content":{"rendered":"\n

Alko<\/a><\/em><\/strong> is a different kind of shop, which is given a specific task by law to sell alcoholic beverages and reduce the harm caused by alcoholic beverages. Alko aims to provide its customers with world-class customer service, promote well-being and healthy lifestyles in Finland and lead the way in both customer experience and responsible alcohol sales. Priima learning platform<\/strong><\/a> supports the training of alcoholics towards these goals. <\/em><\/p>\n\n

Alko wanted to improve its approach to developing the skills of its staff. A service design process was started to identify the ways of development and the needs for a digital learning environment, including consultation with internal stakeholders and customers. A comprehensive understanding of the types of learners and learning spaces that exist in Alko was created. <\/p>\n\n

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Service design workshops and participation supported the definition and deployment of the e-learning platform<\/h4>\n\n

In 2020, in collaboration with Saarni Learning, the work started to define the background for an online learning platform to support this, with workshops on different themes and teams even exploring the store infrastructure to ensure the online environment supports all types of learning. <\/p>\n\n

“Our cooperation<\/strong> has shown that Alko wants to invest a lot in competence development,” says Saarni Learning’s Customer Success Manager Henna-Riikka Ahvenj\u00e4rvi<\/strong>.<\/p>\n\n

In 2020, the first prototype of the platform was completed and deployed using agile development approaches. Close weekly monitoring ensured that the project progressed as planned and that data was transferred on schedule from the old training system to the new one. <\/p>\n\n

The prototype was tested on real end-users. Participation was used to analyse the success of the training concept, draw lessons for development and define new objectives. <\/p>\n\n

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“The feedback highlighted clarity and ease of use. The content of the home screen was highlighted as a development point, so that people can be guided more quickly to current issues,” recalls Mikko Lehtiniemi<\/strong>, Head of Coaching at Alko. <\/p>\n\n\n\n

Photo by Vesa Tyni<\/em><\/p>\n<\/div><\/div>\n\n

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The digital learning environment is home to all training and coaching and supports a wide range of learners<\/h4>\n\n

In 2021, Alko’s own Priima learning environment<\/strong>, called Kupla<\/strong>, was launched and is now home to all training courses. It offers training in responsibility, systems, communication, expertise, team and individual training. <\/p>\n\n

“The bubble has burst among our staff and they are willing to learn from it,” says Lehtiniemi.<\/p>\n\n

The bubble offers content for a variety of learners: basic courses, advanced studies, seasonal training, text-based and activation courses, webinars and team coaching to suit different learning opportunities during the working day. <\/p>\n\n

The aim is to support different types of learning: for example, the most important skills for salespeople, i.e. product demonstrations, are organised as present training, but Kupla provides support material for the training. Kupla also helps people to find their own achievements, learning paths and courses in progress, as well as recommended courses – whether they are repeatable, due, required, open or favourite. <\/p>\n\n

“We are better able to link different forms of education and provide places to learn. Employees can also self-assess their learning, try things out in practice and share their findings at Kupla,” says Lehtiniemi.<\/p>\n\n

Watch our Priima Academy Live with Lehtiniemi, where she talks about ways to identify the ways and needs of early learners and support different learners in their everyday lives.<\/p>\n\n

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