Our client an American delivery service organization is a fast-growing, U.S.-based same-day delivery service that connects customers with personal shoppers to fulfill and deliver everything from groceries to electronics and household items. Operating on a membership-based model, they partners with major retailers and offers customers the convenience of ordering via a mobile app or website.
As a brand committed to premium customer experiences, their service model depends heavily on two critical frontline teams:
- Training and development leads who are responsible for ensuring the agents are delivering quality to the customers.
- BPO support agents, who handle inquiries, escalations, and resolutions.
- Delivery riders, who represent the brand at the customer’s doorstep.
Maintaining service consistency across these roles, at scale, is essential to their brand reputation and growth.
Operational Pain Points
- Inconsistent knowledge among BPO agents → Agents often lacked up-to-date process knowledge or situational guidance, leading to longer call handling times, miscommunication, and reduced first-call resolution (FCR).
- Policy and process updates not reaching delivery riders → Riders needed to stay aligned with operational guidelines, safety norms, and customer service expectations. Missed updates led to compliance issues, failed deliveries, and inconsistent customer experiences.
- Limited visibility into training progress or performance → Support leads had no central view into who completed training, how they performed, or where knowledge gaps existed especially across outsourced vendor sites and distributed rider networks.
Their Learning & Development team required a centralised platform that was flexible enough to support different personas, scalable to handle distributed teams, and intelligent enough to track usage and impact.
What We Did
To address these challenges, They deployed Lyearn, a modern learning experience platform tailored for high-velocity service organizations. The platform enabled end-to-end training management for both internal and external audiences.
- Interactive content builder → Their L&D team used Lyearn’s no-code course builder and SCORM support to create engaging training modules with videos, scenario-based quizzes, and quick assessments tailored to different roles.
- Just-in-time enablement → BPO agents received instant, contextual guidance through Lyearn’s Coach a searchable, chatbot-style assistant that provided answers and SOPs directly inside their CRM or ticketing tools.
This configuration ensured that relevant knowledge was accessible, measurable, and continuously improving even across thousands of team members and multiple shifts.
Business Impact
By using Lyearn to modernize its training infrastructure, they achieved rapid and measurable improvements:
✅ 23% increase in first-call resolution (FCR) within the first 60 days of launching role-specific training paths for BPO agents.
✅ 99% compliance rate among delivery riders on updated safety protocols, thanks to optimised, multilingual learning materials.
✅ 60% reduction in manual reporting time for training managers across BPO sites, driven by automated dashboards and real-time data access.
✅ Increased agent confidence on calls, reflected in higher post-call survey ratings and reduced escalations to Tier 2 support.
They was not only able to train faster it was able to train smarter, using data to fuel improvements across the customer journey.
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