YPF streamlines learning, communication and task management for their retail network

YPF (Yacimientos Petrolíferos Fiscales) is an Argentine oil and gas company that specialises in the exploration, production, refining, and distribution of oil and gas products. It is one of the largest companies in Argentina and a key player in the Latin American energy sector.

The Challenge

The main objective for the company was to evolve learning, streamline communication, and listen to the customer’s voice in one place; responding to the business strategy.

YPF’s gas stations are managed by a different company, OPESSA. Therefore, the main challenge for YPF was to find a way to reach and educate the employees of those gas stations who were not their direct employees. The Learning Lab, which is the name of their learning platform, found that their current LMS (Moodle) was too limited when it came to interacting with the diverse audiences within the same company. Consequently, they approached Kineo to explore a new solution through the full suite of Totara. The solution needed to:

• Allow different learning modalities to coexist, such as online and live classes, on-site training, traditional e-learning, and content bits
• Reduce the existing learning gap between mandatory learning and self-directed learning
• Improve the experience for the administrator by providing users of different businesses with a direct contact agent and support with fast communication
• Improve the internal communication between the gas station workers and the company, with the ability to track its impact on the business.

The Solution

A new learning solution was designed for this project using the capabilities that only Totara TXP can offer, alongside custom features and functionality built by Kineo.The performance and reporting power of Totara Perform was used in an innovative way to reach the extended enterprise audiences of YPF. Perform Module has been adopted as a Task Manager and an Operation Quality Assurance System. As a Task manager, the L&D team can now send information about actions needed at the gas stations to the employees working there, and receive proof of execution through check-ins, where the gas station attendant can upload pictures that show how they made the changes required on-site. Furthermore, as an Operational Quality Assurance System, YPF also took advantage of the Appraisals function to allow the station inspectors to validate the quality of the service received.

To facilitate the coexistence of different learning modalities, the Seminar module of Totara Lear was used to replace the Google Form and Zoom meeting that the company was using to execute their live classes program; now these classes are centralised on the platform and an ad hoc development was created by Kineo to keep track of the attendance. Furthermore, the content bits that were part of the L&D program, such as podcasts, short videos and ebooks, were also migrated from a WordPress blog to a new media library created with Totara Engage.

Through Dashboards and Dynamic Audiences YPF personalised the experience for each area of the business (Agro, Retail, Logistics, LPG, Lubricants) allowing different navigations for those users who have more than one role, and assigning content relevant to their job position.

Results

Totara’s powerful functionality and extensibility combined with Kineo’s design skills and experience being a leader in the e-learning industry allowed YPF to achieve long term results that lifted not only the learning experience of its users but also the business performance of the company.

• The course completion rates saw an outstanding increase, with an example being the Safety courses which rose from 8% to 60%
• Totara Engage has become a communications engine, which centralises the management of messages to thousands of users throughout the country such as new promotions, incentives, etc. This had a marvellous impact on the marketing teams at YPF since they now can now train gas station workers on new campaigns and make sure they are following the execution of them through Totara Perform.
• The distribution of learning content (tutorials, podcasts, live classes) is now centralised in one platform which increased the interaction between learners and allowed the administrators to start tracking the results. In the past 6 months the video content registered +50,000 visualisations and the live classes had an average 95% attendance rate with 16,000 attendees.
• Thanks to the Report Builder module implemented by Kineo, the administrator went from having to see results in an outdated Excel document to having access to live informatio about their learners and programs without the need to export the data. Tutors (who are not admins but users with special permissions) can self-manage their own team reports which reduces the scope of work of the administrators.
• By utilising 200 Dynamic Audiences and Position Hierarchies, an estimated 100+ hours per year were saved by the administration teams through the automatic assignment of courses and permissions. Currently, YPF has 2,260 organisations and 110 positions.