{"id":38539,"date":"2022-11-24T21:29:11","date_gmt":"2022-11-24T21:29:11","guid":{"rendered":"https:\/\/staging.totara.fortyapp.com\/customer-stories\/samsung\/"},"modified":"2025-05-20T20:08:58","modified_gmt":"2025-05-20T20:08:58","slug":"samsung","status":"publish","type":"customer-story","link":"https:\/\/staging.totara.fortyapp.com\/us\/customer-stories\/samsung\/","title":{"rendered":"Iris London partners with Samsung to refresh the brand\u2019s best-in-class retail learning platform"},"content":{"rendered":"\n<div class='inline-text-container MobileAlignment DesktopAlignment'>\n  <div class='richText'><p class=\"large\"><strong>Samsung Electronics UK <\/strong>leads the global market in high-tech electronics manufacturing and digital media. In 2019. Iris London partnered with Samsung Electronics UK to refresh the brand\u2019s best-in-class retail e-learning platform Samsung Backstage.<\/p>\n<h2><span style=\"font-weight: 400;\">The Challenge<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Representing the creative ambition and creative passion of the <\/span><span style=\"font-weight: 400;\">world\u2019s largest technology company, Iris and Samsung wanted to build upon the success of Samsung Backstage by reimagining the experience from the ground up, delivering more engaging content and personalized experiences based on user needs, and ultimately driving brand love among retail staff in the UK.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To help achieve this vision, Iris established four key strategic objectives informed by user research:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Platform as habit<\/b><span style=\"font-weight: 400;\">: Better integration with our users\u2019 lifestyles and work environment to increase engagement and frequency of use<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Cutting-edge learning<\/b><span style=\"font-weight: 400;\">: Improving knowledge retention and breadth with a focus on bite-sized learning courses that are more intuitively structured<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Rewarded advocacy<\/b><span style=\"font-weight: 400;\">: Driving broader brand loyalty by introducing non-financial engagement incentives<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Connect the dots<\/b><span style=\"font-weight: 400;\">: Proving platform value through the inclusion of more sophisticated and measurable business KPIs<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">The Solution<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Totara Learn\u2019s open source and modular architecture played a key role in allowing us to achieve the freedom to both learn and innovate, facilitating the delivery of a customized and user-first solution that also maintained Samsung\u2019s premium brand aesthetic.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"\"><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/376206491\" width=\"640\" height=\"360\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<h3 class=\"large\"><span style=\"font-weight: 400;\">Improved web and app\u00a0<\/span><\/h3>\n<p><a href=\"https:\/\/www.samsungbackstage.co.uk\/\"><b>The new Samsung Backstage<\/b><\/a><span style=\"font-weight: 400;\"> offers a seamless and consistent experience between the web and the native app, accommodating our users\u2019 time-poor and on-the-go lifestyles.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-17315\" src=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Newsfeed-300x218.jpg\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" srcset=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Newsfeed-300x218.jpg 300w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Newsfeed-1024x743.jpg 1024w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Newsfeed-768x557.jpg 768w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Newsfeed.jpg 1241w\" alt=\"\" width=\"1000\" height=\"726\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">Bite-sized content &amp; progress tracking<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The same responsive content is served to both web and app users, ensuring the learning experience and progress is consistent across all channels. Bite-sized courses on individual product features enable users to learn at their own pace. Aggregated completion tracking across programs allows users to measure their product knowledge meaningfully.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-15109\" src=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Learn-300x218.jpg\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" srcset=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Learn-300x218.jpg 300w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Learn-1024x743.jpg 1024w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Learn-768x557.jpg 768w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Learn.jpg 1240w\" alt=\"\" width=\"1000\" height=\"727\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">All the information in one place<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The Program functionality allowed us to create a central place where users can find all the information they need. This hub then directs users to the different learning assets, such as product features, quizzes, tech specs and more.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/11\/Quiz_Question.jpg\" \/><\/p>\n<h3><b>Intuitive navigation &amp; IA<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">There are multiple pathways for reaching a desired course and content is categorized using the powerful Course Catalog feature so that users can focus on the subjects which are most relevant to them.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/11\/Course_Categories.jpg\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">Platform gamification<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Our made-to-measure Points functionality uses Totara\u2019s Event and Observer system to manage what activities and actions earn points for the user. Our Credits module translates these points into rewards for our users to redeem. Available rewards are managed through an inventive use of course topics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Leader boards have been included in user profiles to encourage engagement and drive retention.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-19304\" src=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Profile_0-300x218.jpg\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" srcset=\"https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Profile_0-300x218.jpg 300w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Profile_0-1024x743.jpg 1024w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Profile_0-768x557.jpg 768w, https:\/\/staging.totara.fortyapp.com\/wp-content\/uploads\/2022\/11\/Profile_0.jpg 1240w\" alt=\"\" width=\"1000\" height=\"727\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">Creative flexibility<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A custom roots theme and integration with Totara\u2019s mobile web services for our made-to-measure native app were both essential in the creation of an engaging front-end design that guides users on their learning journey with a thoughtful mixture of gradients, accents and icons.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Enhanced communication<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We have used and built upon the Totara messaging system to create the Notification Center and Group Messaging functionalities.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Group Messaging has opened up a new channel for communication between Samsung and their brand ambassadors (Elites). This is used regularly and adds real value, enabling timely messaging across this broad group of individuals.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Notification Center provides a view of user accounts and activities to ensure they are always about what\u2019s happening with their account and points.<\/span><\/p>\n<h3><\/h3>\n<p class=\"\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/11\/Notifications.png\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">The Result<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Samsung Backstage has delivered strong results for Samsung UK:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The refreshing of Samsung Backstage has delivered a reduction in online training costs of up to <\/span><b>40% f<\/b><span style=\"font-weight: 400;\">or new product content launches.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We have seen over <\/span><b>18,000<\/b><span style=\"font-weight: 400;\"> active users from a database of <\/span><b>38,000<\/b><span style=\"font-weight: 400;\"> in the last 3 months. This is a strong performance against industry benchmarks for users who are time-poor and saturated with manufacturer information.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Since re-designing the platform, we have seen a<\/span><b> 29%<\/b><span style=\"font-weight: 400;\"> increase in quiz completions among all active users.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Stores with a Samsung Backstage Elite user sell <\/span><b>64% <\/b><span style=\"font-weight: 400;\">more premium devices than stores without.\u00a0<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">\u201cNow in its 10th year, Samsung Backstage has solidified itself as an integral channel for maintaining a strong relationship with UK retail staff. This year\u2019s full platform refresh gives our users what they\u2019ve been asking for and more: a significantly upgraded learning experience across web and app so users can log on whenever they want without missing a beat, bite-sized learning content that makes learning even more fun and engaging, and a points system that rewards them for their investment in the platform. We\u2019re really proud of this work, and we are excited to build on this year\u2019s innovations going forward.\u201d<\/span><\/p>\n<p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Mike Edwards, Retail and Contact Center Director, Samsung UK<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/11\/Product_Hub.jpg\" \/><\/p>\n<\/div>\n  <\/div>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"","tax\/tags":[724,726,698,700],"tax\/countries":[789],"tax\/sectors":[790],"org-size":[777],"tax\/solutions":[778],"tax\/topics":[727],"tax\/industries":[],"class_list":["post-38539","customer-story","type-customer-story","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/customer-stories\/38539","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/types\/customer-story"}],"wp:attachment":[{"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/media?parent=38539"}],"wp:term":[{"taxonomy":"tag","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/tags?post=38539"},{"taxonomy":"country","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/countries?post=38539"},{"taxonomy":"sector","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/sectors?post=38539"},{"taxonomy":"org-size","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/org-size?post=38539"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/solutions?post=38539"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/topics?post=38539"},{"taxonomy":"industry-tax","embeddable":true,"href":"https:\/\/staging.totara.fortyapp.com\/us\/wp-json\/wp\/v2\/tax\/industries?post=38539"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}