She’s the HR Director for Big Specialty Foods Co.
BSFC has 150 locations, mostly over the Northeast. As a specialty grocer, they are in a fiercely competitive industry.
While their margins are a bit higher than major grocery stores — thanks to their unique products and lines — they obsess about providing a better customer experience since a customer must make a “special trip” to shop with them.
7 times a year, BSFC runs seasonal promotions. Customer service audits have uncovered that their store employees often don't know all the detail about the promotions and seasonal products.
Rachel's team builds 7 Otto modules, one for each of their seasonal campaigns. She designs their mastery profiles to automatically increase their front-line staff's knowledge about key seasonal promotions 30 days in advance.
For instance, they have BBQ meats from April to September, and appetizers in October. With Otto she never has to worry about course enrollments, since Otto will automatically work to increase her employees' knowledge over time through the personalized daily drip learning.