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OK, folks. That's us. That's time.

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I would like to welcome you into our webinar

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today. My name is Brad Rook, senior customer

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advocacy marketing manager with Igloo Software

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and I'm pleased to welcome you to today's webinar.

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How today's retailers are tackling industry

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challenges in 2024.

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Um We will get right into our content

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in just a second, but I did just wanted to uh draw your

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attention to a couple of housekeeping items.

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Uh The first is going to be the Q and A link. So

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you're not going to be able to chat in this webinar.

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Uh Nor will you appear on camera microphone,

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anything like that? Uh But we do have a

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Q and A link on the uh user ribbon.

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So uh if you see that, that will be

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where you would ask any questions of our presenters

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or myself. So do feel free to uh to

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use that. Uh Of course, uh that

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helps us keep track of who asked the question, uh follow

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up with any more detailed answers, that sort of thing.

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Uh And just ensure that all the questions are being

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asked in one place. So, thanks very much for doing

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that. And uh again, that's the Q and

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A ribbon uh on the uh on the, on

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the zoom uh contact ribbon there.

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Uh The other thing that we have uh available

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for you is closed captioning. Should you need it?

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Uh Closed captioning is available on the

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uh I believe the lower right of the uh

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participant zoom ribbon, uh You'll

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see the uh familiar CC icon

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and if you want to uh enable that feature,

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you just click on that and uh you'll be

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uh you'll be set to go with uh closed captioning.

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So, with our housekeeping out of the way, uh once

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again, I would like to welcome you to our webinar how

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today's retailers are tackling industry

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challenges in 2024. Uh Getting

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into things, we've got a, a pretty full

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agenda for you today. So uh first off,

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we will get into introductions in just a second.

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Uh We are then going to look at uh trends

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and uh outlook for the retail industry

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in 2024 followed

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by our solution showcase with CB

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A Connect. So one of our presenters uh is going

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to share their digital workplace and some retail

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use cases with us um in

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that. And then finally, uh we

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will allow time for Q and A. Although if a question

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does come in and we find it's contextual,

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uh we might just answer it in flight there as

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well. We like to be a little uh free and easy like

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that. Um So with that, all being

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said, uh as I mentioned, my name is Brad

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Rook. I'm the senior customer

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advocacy marketing manager. Pardon me?

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Uh with Igloo software, been with Igloo

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uh coming on five years now. Um All

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of it in customer facing roles. Uh formerly

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a solutions consultant, uh moved into customer

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advocate and uh now have formally moved

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into uh uh marketing facing duties.

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Um My co-host

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uh I'm a, a great customer of ours.

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Uh Someone I've worked with in the past is Paige

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Stillwell. Paige is the senior messaging

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and communications specialist with Christian

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Brothers Automotive. Welcome, Paige.

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Thank you, Brad for having me. I'm so excited

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to be here and to talk about this. Uh just

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a little bit more background about me and our

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company. So Christian Brothers Automotive

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is a nationally franchised automotive

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repair and maintenance brand in the US.

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So we're headquartered in Houston, Texas.

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We have 286 locations

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across 30 states in growing.

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Um We do anything that you can

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think of when it comes to automotive repair. So

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oil changes, alignment, engine

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repair, transmission, repair, repair, fluid

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flushes, all of that fun stuff. Um

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and we really are focused on the customer

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experience. So we've been ranked by JD Power

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as number one in customer satisfaction

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for our segment for the past four years.

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And whenever anyone asks me to tell them a little

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bit more about Christian brothers, I always say

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that the heart of our brand is found in our mission

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statement, which is to love our neighbors

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as ourselves. So we're really

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focused on, you know, improving

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the lives of the people that we come across, whether that's

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our customers or our front line team

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members or people at our home office, like that's

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really the goal of our brand.

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Um I've had the pleasure of serving

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the brand for the past almost five years as well.

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Um I do all of our internal and

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external messaging. So from

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social media pr radio,

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web writing, all of that fun stuff all

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the way to all of our internal coms. So, c

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suite messaging

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blog writing and the management of

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our internet, which I'm excited to show you a little

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bit more about here in a minute. But yeah, thank

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you for having me.

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Oh, very excited to have you, Paige. Thank you for being

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here. Um Just wanted to recap that.

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What did you say? 286 locations?

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I believe it was 286 68

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in 30 86 3200

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and 86 in 30 states. So definitely

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AAA very large reach. And

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um you're a, you're a franchise model um

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with, with a lot of these locations. Is that correct?

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Yes. Um I believe just over 250

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of our locations are franchise owned and

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then the rest are operated.

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Wonderful. Well, we're looking forward to what you can

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bring to the discussion today and certainly to seeing

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uh inside uh your digital workplace,

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CB A connect uh in just a little bit.

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So folks, as I mentioned, um we

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are gonna look now at our retail industry 2024

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outlook and I will um throw in a little caveat

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to start. Uh This is not a comprehensive

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view of the industry uh in terms of

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every problem facing the industry in an in depth

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analysis. Uh We, we cherry picked

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a few things through our research uh because obviously,

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if we were to get into a uh a full

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uh breakdown of the uh retail industry that would

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probably be a much different and longer

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webinar. But we did do our research um

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to look at a number of different trends

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that are facing the retail industry in general

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and uh page and I have some thoughts

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on that. So to start with

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uh the first thing that we're seeing is uh

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of course, with a lot of arms of business

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um is economic uncertainty. So

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the global economy is facing several challenges

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such as inflation, supply chain disruptions

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and this is putting pressure on retailers

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margins.

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So in our research, we came across

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AAA quote from Forbes and I like

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this quote. Um The, the goal

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for supply chains in 2024

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according to Forbes, when we start thinking especially

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about that, those supply chain disruptions.

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And as we get a little further on talking about

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maybe integrity of the supply chain as well

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as maybe sustainability.

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The goal for supply chains as stated

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by Forbes is to transform fragmented supply

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chains into agile collaborative networks

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for supply logistics, asset management

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and service all connected by dynamic

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workflows with real time data to increase

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the pace of business. So we're looking

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uh at traceability tracking

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visibility, these things are all going to reach new heights

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with regard to the supply chain and really

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um help mitigate some of the issues

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that are faced with. Of course, that economic

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uncertainty and some of the supply chain

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disruptions that we'll see

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now within um some

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of the uncertainty and within the idea of the supply

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chain, we're seeing that A I artificial

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Intelligence is going to continue to evolve.

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Um And that's gonna take the supply chain itself

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to another level. Uh It's gonna help reduce cost,

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it's gonna help maximize efficiencies along the way.

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But also um it's

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a bit of a two headed uh thing with A I

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in the fact that there is an aspect of trust,

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there's an aspect maybe of lack of personalization.

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So we've got to bring those things together and

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we'll talk about those a little more.

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Um The supply chain itself

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is gonna still continue and this

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is economically as well uh to

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be challenged by logistics, geo

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geopolitical impacts and material shortages.

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Um Looking at this through a digital transformation

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lens that's why we're here talking about digital transformation

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and how we can support some of these issues

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uh with digital transformation strategies.

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Um Insurance employees are aware

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of these impacts changes. Therefore, they always

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have the latest information, making sure that they're

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equipped with the latest knowledge and information

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to do their jobs. This is going to play a key

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role in ensuring that the digital workplace

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uh can continue to provide that information

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uh to those employees as well as ensuring

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that the organization uh and its employees

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are well informed and can meet some of these challenges.

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Now, this is the first time I'm going to bring in Paige.

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Um because Paige, I know you had some

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uh uh kind of a neat perspective with

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Christian brothers and that whole economic

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uncertainty idea. Would you care to share?

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Yeah, absolutely. Um What's

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really unique kind of about our industry,

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the automotive industry is that we're kind

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of protected from economic uncertainty

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to a certain extent.

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Um People need their cars no

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matter what the economy is doing. So even

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during COVID-19, we were still

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seeing, you know, growth because

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whether you're a doctor that's going to the hospital

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to serve patients, you still need a car that you

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can rely on. So

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that's one thing that we are fortunate to be protected

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from, but we also know that

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the economic uncertainty impacts our guests

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and our customers. And so we wanna, you know, keep

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that in mind based on what we're doing today.

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Um, but we do see some supply chain disruptions

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affecting our business, um, namely

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in our growth. So we have very aggressive

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growth plans for opening new shops.

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But those have been slowed based

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on the fact that we can't get the supplies

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to build the new shops. So we're

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kind of seeing it from both ends where we're like, yeah, we're protected

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in a certain sense, but we're also capped

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based on what the supply chain is doing at the certain

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time. So

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interesting. Yeah, and certainly uh that

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point is, is very well taken, the idea

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that, you know, in a lot of cases you're supplying

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um parts, uh auto parts

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to um uh

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consumers for their vehicles, that sort of thing

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if those parts aren't there because of a supply

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chain disruption or some sort of shortage, uh

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that can be a real problem. So, so knowing

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about those shortages and knowing maybe about those

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issues approaching,

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I also like the point you raised about the idea

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II I like it don't get me wrong. Um But

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you know that you the the slowing of your growth due

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to uh maybe materials availability for

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um uh for, for Fran for

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the franchises to start up. So no, definitely

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good um solid points there. And as far

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as the economic uncertainty aspect goes,

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um the next thing that we looked at is

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tech uh tech is everything. That's what the

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point says. That's basically what uh we're gonna

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talk about here. So um we

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looked at everything from uh as it says on the slide

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from social commerce to chatbot marketing,

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from A I generated product descriptions and promos

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to personalized communications, technical

265
00:09:49,969 --> 00:09:52,104
proficiency is driving uh the

266
00:09:52,114 --> 00:09:54,774
retail marketplace. Um We're expecting

267
00:09:54,783 --> 00:09:56,923
a lot more of employees in the retail

268
00:09:56,933 --> 00:09:58,984
field uh to be technically sound

269
00:09:58,994 --> 00:10:01,065
and savvy in order to make

270
00:10:01,075 --> 00:10:03,594
the most of some of these uh technological

271
00:10:03,604 --> 00:10:06,033
advances that are really driving things

272
00:10:06,043 --> 00:10:08,053
uh in, in terms of in marketing, purchasing,

273
00:10:08,065 --> 00:10:09,065
all sorts of fun stuff.

274
00:10:09,479 --> 00:10:11,580
Um Some interesting things we found

275
00:10:11,590 --> 00:10:14,129
uh chatbot marketing and targeted communications

276
00:10:14,139 --> 00:10:16,359
are really coming to the forefront. Uh This

277
00:10:16,369 --> 00:10:19,399
was, this was really interesting to me, 91%

278
00:10:19,408 --> 00:10:21,469
of consumers want. Uh according

279
00:10:21,479 --> 00:10:23,548
to a study, uh S MS texts

280
00:10:23,558 --> 00:10:25,658
from brands that they like 91%.

281
00:10:25,969 --> 00:10:27,989
Um This was something that

282
00:10:28,000 --> 00:10:30,009
came through Forbes. Uh whatsapp

283
00:10:30,019 --> 00:10:32,269
Marketing has a 95%

284
00:10:32,279 --> 00:10:34,750
open rate. So we're seeing tech

285
00:10:34,759 --> 00:10:36,928
uh coming to the consumer in those forms

286
00:10:36,940 --> 00:10:39,029
as far as things go now to,

287
00:10:39,038 --> 00:10:41,099
we talked a little bit about A I in the previous point

288
00:10:41,109 --> 00:10:43,210
and A I is going to be a huge driver in these

289
00:10:43,219 --> 00:10:45,250
initiatives, but it needs to retain

290
00:10:45,259 --> 00:10:47,340
a human touch. And that's where a lot

291
00:10:47,349 --> 00:10:49,529
of that personalization aspect is going to come

292
00:10:49,538 --> 00:10:51,629
in. A lot of that trust aspect is going to come in.

293
00:10:52,058 --> 00:10:54,219
Organizations are going to look to drive

294
00:10:54,229 --> 00:10:56,469
individual engagement at scale with trustworthy

295
00:10:56,479 --> 00:10:59,009
A I. Meanwhile, half of retail execs

296
00:10:59,019 --> 00:11:01,038
and this is this is important. Half of

297
00:11:01,048 --> 00:11:03,119
retail execs are confident A I can be

298
00:11:03,129 --> 00:11:05,168
trusted. So what does that mean? On the flip side?

299
00:11:05,399 --> 00:11:07,678
Half are not? So there is a trust

300
00:11:07,690 --> 00:11:10,038
aspect with A I and certainly we can incorporate

301
00:11:10,048 --> 00:11:12,080
elements of A I into digital

302
00:11:12,090 --> 00:11:14,190
transformation strategies, but we want to

303
00:11:14,200 --> 00:11:16,229
ensure that that A I is humanized

304
00:11:16,239 --> 00:11:18,440
as trustworthy as fact check that sort of thing.

305
00:11:18,710 --> 00:11:20,769
Uh Along those lines, we can see A I

306
00:11:20,779 --> 00:11:23,019
doing things, for example, like deep fakes

307
00:11:23,029 --> 00:11:25,229
um make making problems for brands,

308
00:11:25,239 --> 00:11:27,500
the ability to kind of uh fraudulently

309
00:11:27,509 --> 00:11:29,619
produce um uh elements

310
00:11:29,658 --> 00:11:31,879
of an organization's brand uh using

311
00:11:31,889 --> 00:11:33,529
the that deep fake technology.

312
00:11:34,009 --> 00:11:36,558
Um So in all stricter regulations

313
00:11:36,570 --> 00:11:39,000
and heightened consumer awareness regarding data protection

314
00:11:39,009 --> 00:11:40,298
demand that retailers prior

315
00:11:40,629 --> 00:11:43,320
prioritize pardon me, robust cybersecurity

316
00:11:43,330 --> 00:11:45,460
measures. So not just with A I but

317
00:11:45,469 --> 00:11:47,619
with the uh the the workplace in general.

318
00:11:47,629 --> 00:11:49,639
And in considering all the technical aspects,

319
00:11:49,710 --> 00:11:51,729
one of the big impacts that we see

320
00:11:51,739 --> 00:11:53,750
quite often with digital workplace and

321
00:11:53,759 --> 00:11:56,099
digital transformation within an organization

322
00:11:56,109 --> 00:11:58,229
is the conveyance of uh and

323
00:11:58,239 --> 00:12:01,058
a knowledge repository for uh cybersecurity

324
00:12:01,070 --> 00:12:02,779
training and awareness, that sort of thing.

325
00:12:03,058 --> 00:12:05,080
Paige. Um Have you got any thoughts here

326
00:12:05,090 --> 00:12:07,548
on, on any of the uh the tech is everything

327
00:12:07,558 --> 00:12:08,399
sort of aspects?

328
00:12:09,200 --> 00:12:11,229
Yeah, absolutely. So we're

329
00:12:11,239 --> 00:12:13,580
really feeling the big tech push here at CB

330
00:12:13,590 --> 00:12:15,658
A. Um I'm not on the tech team, but on the

331
00:12:15,668 --> 00:12:17,739
marketing team, I get to touch a lot of those different

332
00:12:17,750 --> 00:12:18,428
pieces.

333
00:12:18,729 --> 00:12:20,729
Um And we're really always

334
00:12:20,739 --> 00:12:22,779
looking for different ways to meet the convenience

335
00:12:22,788 --> 00:12:25,058
challenges of our guests because as

336
00:12:25,070 --> 00:12:27,158
tech evolves so does convenience

337
00:12:27,168 --> 00:12:29,408
and that's really what they're looking for is what,

338
00:12:29,418 --> 00:12:31,418
how can I book my appointment faster?

339
00:12:31,428 --> 00:12:33,908
How can I get this off my plate a little bit easier.

340
00:12:34,038 --> 00:12:36,259
So a few things that we've done last

341
00:12:36,269 --> 00:12:38,418
year, we launched our own online appointment scheduler.

342
00:12:38,529 --> 00:12:40,570
And so now guests can go right in

343
00:12:40,580 --> 00:12:42,918
and schedule appointments online before

344
00:12:42,928 --> 00:12:45,250
they would have to find a location and call,

345
00:12:45,369 --> 00:12:47,509
uh they can online. So that's one thing that we've

346
00:12:47,519 --> 00:12:49,599
done recently. Um And then

347
00:12:49,609 --> 00:12:51,750
in an effort to get our customers to use

348
00:12:51,759 --> 00:12:53,869
that our whole messaging

349
00:12:53,879 --> 00:12:55,000
when people call

350
00:12:55,320 --> 00:12:57,859
says, hey, do you want us to send you a text

351
00:12:57,869 --> 00:12:59,940
that has the link to our online scheduler?

352
00:12:59,950 --> 00:13:02,190
And so they can press a button while they're on hold

353
00:13:02,200 --> 00:13:04,200
with us and get a link texted right to

354
00:13:04,210 --> 00:13:06,408
their phone that allows them to, to schedule

355
00:13:06,418 --> 00:13:07,750
directly. Um

356
00:13:08,200 --> 00:13:10,440
We also are developing this year a tool

357
00:13:10,450 --> 00:13:12,469
for all of our guests to manage

358
00:13:12,479 --> 00:13:14,500
their garage of vehicles in one place.

359
00:13:14,548 --> 00:13:17,019
So we every vehicle that they own

360
00:13:17,029 --> 00:13:19,399
service history, past recommendations

361
00:13:19,408 --> 00:13:21,519
that they maybe didn't go for. Um

362
00:13:21,629 --> 00:13:23,678
And then any add ons they have with us like

363
00:13:23,690 --> 00:13:25,759
our extended warranty or anything like that, they can

364
00:13:25,769 --> 00:13:27,859
manage all through that. Portal similar

365
00:13:27,869 --> 00:13:30,000
to like a patient portal at a doctor's office.

366
00:13:30,009 --> 00:13:32,029
So we're really trying everything

367
00:13:32,038 --> 00:13:34,379
that we can to make things more convenient,

368
00:13:34,389 --> 00:13:36,538
more tech forward, just bring it into

369
00:13:36,548 --> 00:13:38,575
the modern century. Um But yeah,

370
00:13:38,585 --> 00:13:40,594
nothing with a I yet. So I'm curious

371
00:13:40,604 --> 00:13:41,614
to see where we go with that.

372
00:13:41,955 --> 00:13:44,335
Yeah, certainly in your role as a content creator

373
00:13:44,344 --> 00:13:46,394
uh across social media platforms and a lot

374
00:13:46,404 --> 00:13:48,754
of your internal external communications,

375
00:13:48,764 --> 00:13:51,134
I can certainly see that that'd be touching you at some point.

376
00:13:51,375 --> 00:13:53,384
But um love what you said about,

377
00:13:53,394 --> 00:13:55,423
you know, some of the technical aspects that you're

378
00:13:55,433 --> 00:13:57,585
bringing into your business. And certainly we can see how

379
00:13:57,594 --> 00:14:00,254
that um is starting to uh make

380
00:14:00,264 --> 00:14:02,514
a bit of a paradigm shift in terms of

381
00:14:02,524 --> 00:14:04,575
uh maybe the skill level of some employees. And

382
00:14:04,585 --> 00:14:06,974
also uh the just simply the exposure

383
00:14:06,984 --> 00:14:07,854
to technology.

384
00:14:09,070 --> 00:14:11,109
Um the, the, the next one that

385
00:14:11,119 --> 00:14:13,178
we came up with. And uh this, this was

386
00:14:13,190 --> 00:14:15,269
kind of an interesting one as well was the idea

387
00:14:15,279 --> 00:14:17,519
of loyalty programs and value adds. Um

388
00:14:17,529 --> 00:14:19,570
So those that are in loyalty

389
00:14:19,580 --> 00:14:21,658
programs, I like this stat right off the start.

390
00:14:21,830 --> 00:14:22,479
Um

391
00:14:22,960 --> 00:14:25,369
They reported a 61 high, 61%

392
00:14:25,379 --> 00:14:27,440
higher trust uh level of the

393
00:14:27,450 --> 00:14:29,729
organizations that are providing those uh with

394
00:14:29,739 --> 00:14:31,928
the uh um uh loyalty programs

395
00:14:31,940 --> 00:14:34,090
than those who don't have loyalty programs afforded

396
00:14:34,099 --> 00:14:36,149
to them. Uh Meanwhile, we see more

397
00:14:36,158 --> 00:14:38,330
and more retail organizations they're seeking to add

398
00:14:38,340 --> 00:14:40,369
value to their products. With service programs,

399
00:14:40,379 --> 00:14:42,469
pig you mentioned like extended warranties, things

400
00:14:42,479 --> 00:14:43,009
like that.

401
00:14:43,678 --> 00:14:45,869
So the role that we see with

402
00:14:45,879 --> 00:14:48,119
a digital workplace when it comes to loyalty programs

403
00:14:48,129 --> 00:14:50,340
and value adds really comes down again to

404
00:14:50,349 --> 00:14:52,369
um centralization of information source of

405
00:14:52,379 --> 00:14:54,639
truth uh and communicating with employees

406
00:14:54,649 --> 00:14:57,259
in the field. So a digital workplace

407
00:14:57,269 --> 00:14:59,408
um is really going to provide that centralized

408
00:14:59,418 --> 00:15:01,629
platform where employees can access all relevant

409
00:15:01,639 --> 00:15:03,759
information regarding uh these loyalty, these

410
00:15:03,769 --> 00:15:05,859
service value add programs. This is

411
00:15:05,869 --> 00:15:08,019
going to include everything up to and including

412
00:15:08,029 --> 00:15:10,408
program details, benefits of the eligibility

413
00:15:10,418 --> 00:15:12,450
criteria that was hard to say promotional

414
00:15:12,460 --> 00:15:14,700
offers and any updates or changes.

415
00:15:14,840 --> 00:15:16,940
Um Having all your information in one

416
00:15:16,950 --> 00:15:19,308
place is going to reduce um

417
00:15:19,379 --> 00:15:21,739
uh likelihood of information

418
00:15:21,750 --> 00:15:23,969
uh mi misinformation, pardon me and

419
00:15:23,979 --> 00:15:26,330
increase your consistency managers,

420
00:15:26,340 --> 00:15:28,710
they can use a digital workplace to announce new programs,

421
00:15:28,719 --> 00:15:31,250
promotions or updates instantly ensuring

422
00:15:31,259 --> 00:15:33,729
that employees are always aware of the latest information.

423
00:15:33,989 --> 00:15:36,428
Similarly, employees can ask questions,

424
00:15:36,440 --> 00:15:38,700
they can seek clarification, they can provide feedback

425
00:15:38,710 --> 00:15:40,889
through these channels. Um This really

426
00:15:40,899 --> 00:15:42,989
promotes a culture of transparency within

427
00:15:43,000 --> 00:15:45,250
the organization and also uh furthers

428
00:15:45,259 --> 00:15:47,788
the course and the cause of employee

429
00:15:47,798 --> 00:15:49,928
engagement um in ensuring that they're

430
00:15:49,940 --> 00:15:51,960
up to speed with everything employees that feel

431
00:15:51,969 --> 00:15:54,649
informed are are um statistically

432
00:15:54,658 --> 00:15:57,090
well more engaged uh than those that don't,

433
00:15:57,315 --> 00:15:58,913
they necessarily have the answers.

434
00:15:59,224 --> 00:16:01,524
Um And then certainly as I mentioned,

435
00:16:01,533 --> 00:16:03,774
the idea of mobile applications. So uh

436
00:16:03,783 --> 00:16:06,024
using mobile applications, we can allow

437
00:16:06,033 --> 00:16:08,173
employees to access information on loyalty

438
00:16:08,183 --> 00:16:10,835
service, value add programs, product information,

439
00:16:10,844 --> 00:16:12,945
all sorts of cool stuff. Uh, we can allow them

440
00:16:12,955 --> 00:16:13,764
to access that

441
00:16:14,094 --> 00:16:16,104
where they work in the field. Um,

442
00:16:16,114 --> 00:16:18,254
as opposed to having to,

443
00:16:18,264 --> 00:16:20,254
uh, to be desk bound or anything like that.

444
00:16:20,629 --> 00:16:22,908
Um, Paige, I know you said you were setting up a couple

445
00:16:22,918 --> 00:16:24,989
of different things in terms of some of these loyalty

446
00:16:25,000 --> 00:16:27,349
and value adds. Uh, would you care to um provide

447
00:16:27,359 --> 00:16:28,529
us a little context on that?

448
00:16:29,000 --> 00:16:31,869
Yeah, absolutely. And the showcase

449
00:16:31,879 --> 00:16:34,099
at the end of this is really going to show how we're using

450
00:16:34,109 --> 00:16:36,259
our digital workplace to meet all of these

451
00:16:36,269 --> 00:16:38,658
challenges, but some context

452
00:16:38,668 --> 00:16:41,000
as to what we're doing this year, we're really, really

453
00:16:41,279 --> 00:16:43,538
very busy this year focused on

454
00:16:43,548 --> 00:16:45,840
different things to add value to our service

455
00:16:45,849 --> 00:16:48,099
offerings. So we just launched

456
00:16:48,109 --> 00:16:50,460
an on location uh service

457
00:16:50,469 --> 00:16:53,080
in three different markets. That's where a mobile

458
00:16:53,090 --> 00:16:55,219
mechanic will take a truck

459
00:16:55,229 --> 00:16:57,251
and a lift and go to someone's house

460
00:16:57,263 --> 00:16:59,352
or their place of work and repair their car on

461
00:16:59,361 --> 00:16:59,903
site.

462
00:17:00,552 --> 00:17:02,663
And so that's one of the things that we're working on.

463
00:17:02,773 --> 00:17:04,821
We also are doing, like I said, the new

464
00:17:04,833 --> 00:17:07,142
extended warranty program that launches next

465
00:17:07,152 --> 00:17:09,623
month. Um And it's a huge

466
00:17:09,633 --> 00:17:11,662
thing for change management with all of our

467
00:17:11,672 --> 00:17:13,771
shop employees, like they're now having to

468
00:17:13,781 --> 00:17:15,863
sell if they want to, you know,

469
00:17:15,873 --> 00:17:18,021
an extended warranty, which they've never done before.

470
00:17:18,031 --> 00:17:20,672
So that's another thing that we have to really focus on communicating

471
00:17:20,682 --> 00:17:22,821
about. Um, but we think our guests are really gonna

472
00:17:22,833 --> 00:17:25,056
love it because it's taking out that third

473
00:17:25,066 --> 00:17:27,105
party. They already trust us to care for their

474
00:17:27,115 --> 00:17:29,296
car. And now we're just going to protect their car too.

475
00:17:29,445 --> 00:17:31,724
Um And then we also have a concierge

476
00:17:31,734 --> 00:17:34,155
service as well where our technicians

477
00:17:34,165 --> 00:17:36,306
or service managers can pick up

478
00:17:36,316 --> 00:17:38,345
someone's vehicle from their home or place of work,

479
00:17:38,355 --> 00:17:40,425
bring it to the shop, work on it and then take it

480
00:17:40,435 --> 00:17:42,705
back to them. So again, trying

481
00:17:42,714 --> 00:17:45,005
to meet those convenient needs for our customers,

482
00:17:45,076 --> 00:17:47,306
but also we need to make sure that we're able

483
00:17:47,316 --> 00:17:49,685
to communicate all of this stuff to our shop employees.

484
00:17:49,695 --> 00:17:51,425
So they know how to integrate it all.

485
00:17:51,809 --> 00:17:54,239
Very cool and yeah, definitely a lot of correlation

486
00:17:54,250 --> 00:17:56,390
with the, the, the points that I made earlier.

487
00:17:56,509 --> 00:17:58,789
I really liked. Uh the idea

488
00:17:58,799 --> 00:18:01,309
of that, that, that mobile um, aspect.

489
00:18:01,318 --> 00:18:03,500
I, I'd never heard of that or seen it with, uh with

490
00:18:03,509 --> 00:18:05,670
vehicles before. Maybe I'm just sheltered.

491
00:18:05,769 --> 00:18:07,868
Uh I had seen it with bicycles, the idea

492
00:18:07,880 --> 00:18:09,900
that uh you will have someone come to home and

493
00:18:09,910 --> 00:18:11,969
actually perform the work there, that sort of thing.

494
00:18:12,140 --> 00:18:14,269
Um, but certainly that builds a very nice case

495
00:18:14,279 --> 00:18:16,279
for, you know, keeping employees informed in the field,

496
00:18:16,289 --> 00:18:18,358
that sort of thing because these employees, they're

497
00:18:18,368 --> 00:18:20,469
not going to be bound to a desk, they're going

498
00:18:20,479 --> 00:18:22,920
to be outperforming. Um, the work actually

499
00:18:22,930 --> 00:18:24,989
in the field in this case at the

500
00:18:25,000 --> 00:18:27,650
um um person's place of business or residence.

501
00:18:27,680 --> 00:18:28,439
Yeah, absolutely.

502
00:18:29,930 --> 00:18:32,009
Ok. Um So next

503
00:18:32,019 --> 00:18:34,449
up, we looked at a couple of different

504
00:18:34,459 --> 00:18:36,479
uh trends to round this off. Um

505
00:18:36,489 --> 00:18:39,140
The first is green fatigue and sustainability.

506
00:18:39,150 --> 00:18:41,189
And uh this is something that I,

507
00:18:41,199 --> 00:18:43,250
I really found fascinating. I did a lot

508
00:18:43,259 --> 00:18:45,529
of um research into uh

509
00:18:45,539 --> 00:18:48,029
and certainly um uh again,

510
00:18:48,039 --> 00:18:49,328
found it very interesting.

511
00:18:49,650 --> 00:18:52,059
Um and it all relates to sustainability,

512
00:18:52,068 --> 00:18:54,709
sustainability questions, concerns and issues

513
00:18:54,838 --> 00:18:57,078
um are really abounding within any number

514
00:18:57,088 --> 00:18:59,549
of industries. The retail industry being no exception.

515
00:18:59,848 --> 00:19:02,449
This was staggering to me. Nearly 90%

516
00:19:02,459 --> 00:19:04,469
of Gen X consumers said that they would

517
00:19:04,479 --> 00:19:06,500
be willing to spend an extra 10% or more

518
00:19:06,509 --> 00:19:08,549
for sustainable products compared to just

519
00:19:08,559 --> 00:19:10,890
over 34%. Um 2 years

520
00:19:10,900 --> 00:19:13,459
from the time the study was done. So this massive

521
00:19:13,469 --> 00:19:15,858
massive increase all based around the idea

522
00:19:15,868 --> 00:19:17,868
of sustainable products, sustainable

523
00:19:17,880 --> 00:19:19,549
supply chains, so on and so forth.

524
00:19:19,868 --> 00:19:22,005
Um Another interesting point we found

525
00:19:22,015 --> 00:19:24,234
was that 60% of consumers believe

526
00:19:24,244 --> 00:19:26,734
that companies are making up their sustainability

527
00:19:26,744 --> 00:19:28,994
and green promises. While a Gartner poll

528
00:19:29,005 --> 00:19:31,036
found that 87% of business leaders

529
00:19:31,046 --> 00:19:33,095
expect to increase their organization's

530
00:19:33,105 --> 00:19:35,195
investments in sustainability over the next two

531
00:19:35,205 --> 00:19:37,474
years. So pausing there for a 2nd,

532
00:19:37,484 --> 00:19:39,875
60% of consumers now granted

533
00:19:39,884 --> 00:19:42,026
one study. But that's really, really

534
00:19:42,036 --> 00:19:44,510
interesting when it comes down to the idea of

535
00:19:44,520 --> 00:19:46,641
um building that trusted brand again

536
00:19:46,651 --> 00:19:48,871
and, and, and certainly making sure

537
00:19:48,881 --> 00:19:51,131
that our investments and sustainability

538
00:19:51,141 --> 00:19:53,342
are communicated not just to our customers

539
00:19:53,352 --> 00:19:56,061
but to our employees who are going to be those ambassadors.

540
00:19:56,221 --> 00:19:58,561
So we're seeing things working

541
00:19:58,571 --> 00:20:00,661
better for independent retailers who can prove their

542
00:20:00,671 --> 00:20:02,881
claims and demonstrate sustainability both

543
00:20:02,891 --> 00:20:05,082
in their operations and in their supply chains.

544
00:20:05,338 --> 00:20:07,368
Education of staff is, as

545
00:20:07,380 --> 00:20:09,439
I mentioned, is, is really key to ensuring

546
00:20:09,449 --> 00:20:11,719
a positive company and branding experience.

547
00:20:11,920 --> 00:20:14,059
Staff members who can provide clear backing

548
00:20:14,068 --> 00:20:16,088
for corporate green initiatives will be an asset

549
00:20:16,098 --> 00:20:18,118
storefront and broadcasting

550
00:20:18,130 --> 00:20:20,269
that green ethos to potential hires

551
00:20:20,279 --> 00:20:22,390
to those folks who are working for the organization

552
00:20:22,500 --> 00:20:24,660
uh can draw in like minded individuals

553
00:20:24,670 --> 00:20:26,858
who feel passionately about the business,

554
00:20:26,868 --> 00:20:28,890
want to support the business and maybe want to

555
00:20:28,900 --> 00:20:31,059
stay and make it a career. So

556
00:20:31,068 --> 00:20:33,400
we see a talent attraction and retention

557
00:20:33,410 --> 00:20:35,880
uh being an offshoot of some of these sustainability

558
00:20:35,890 --> 00:20:38,539
initiatives. Um Paige automotive

559
00:20:38,549 --> 00:20:40,578
industry. Um How are you folks

560
00:20:40,588 --> 00:20:42,699
looking at sustainability and what, what,

561
00:20:42,709 --> 00:20:44,779
what sorts of things are you seeing as trends

562
00:20:44,789 --> 00:20:46,338
affecting your specific industry?

563
00:20:46,838 --> 00:20:48,890
Yeah. Um It's no secret.

564
00:20:48,900 --> 00:20:50,900
I don't think that our industry is

565
00:20:50,910 --> 00:20:53,140
getting increasingly under scrutiny

566
00:20:53,150 --> 00:20:55,338
over the sustainability and how

567
00:20:55,348 --> 00:20:57,979
we go into the future with automotive.

568
00:20:57,989 --> 00:20:58,939
Um So

569
00:20:59,250 --> 00:21:01,289
I think one of the biggest things that we're trying

570
00:21:01,299 --> 00:21:03,309
to do right now um based on the

571
00:21:03,318 --> 00:21:05,549
laws that are getting passed in the United States is

572
00:21:05,559 --> 00:21:07,969
how can we prepare our front line employees

573
00:21:07,979 --> 00:21:10,368
for the shift to electric vehicles? It's

574
00:21:10,380 --> 00:21:12,680
a huge shift it's not just, oh, you

575
00:21:12,689 --> 00:21:14,838
know, you did a naturally aspirated

576
00:21:14,848 --> 00:21:16,848
vehicle and now you're going to do the same thing on an

577
00:21:16,858 --> 00:21:19,219
ev, the makeup of the cars are completely

578
00:21:19,229 --> 00:21:21,509
different. The, um, parts

579
00:21:21,519 --> 00:21:23,680
and stuff that we have to have in the shops to service

580
00:21:23,689 --> 00:21:25,779
those vehicles are completely different. And

581
00:21:25,789 --> 00:21:27,910
so I think the main focus for us

582
00:21:27,920 --> 00:21:29,959
in this space is really focusing

583
00:21:29,969 --> 00:21:32,209
on that training, getting them ready to service

584
00:21:32,219 --> 00:21:34,358
these vehicles. Once this market really starts

585
00:21:34,368 --> 00:21:36,920
to saturate more with electric vehicles,

586
00:21:37,039 --> 00:21:39,068
we even had our auto tech team came

587
00:21:39,078 --> 00:21:41,489
up with their own ev hybrid certification

588
00:21:41,500 --> 00:21:43,799
process and they're really focused

589
00:21:43,809 --> 00:21:45,838
on getting that out in front of our

590
00:21:45,848 --> 00:21:47,890
technicians, getting them ready.

591
00:21:47,900 --> 00:21:50,189
So that when that way when they start coming

592
00:21:50,199 --> 00:21:52,209
and laws are more mandated, they

593
00:21:52,219 --> 00:21:54,410
are ready for that. And so we're excited

594
00:21:54,420 --> 00:21:56,739
about being able to service those kinds of vehicles.

595
00:21:57,000 --> 00:21:59,160
And that's, that's really interesting because again,

596
00:21:59,170 --> 00:22:01,219
that, that delves right back to the idea of

597
00:22:01,229 --> 00:22:03,250
that knowledge, sharing that source of truth.

598
00:22:03,420 --> 00:22:05,795
Um You folks are preparing for

599
00:22:05,805 --> 00:22:07,844
um these trends that are, that are emerging

600
00:22:07,854 --> 00:22:09,904
within the automotive industry and, and you're making

601
00:22:09,914 --> 00:22:11,963
sure again as a franchise model with many,

602
00:22:11,973 --> 00:22:14,104
many locations across a lot of states

603
00:22:14,314 --> 00:22:16,344
um that we, we, we're seeing this

604
00:22:16,354 --> 00:22:18,443
consistent education and establishing

605
00:22:18,453 --> 00:22:20,604
that this is, this is what we're doing as

606
00:22:20,614 --> 00:22:22,834
an organization to, to, to meet this challenge

607
00:22:22,844 --> 00:22:24,064
or to meet this next trend.

608
00:22:25,568 --> 00:22:27,598
Um OK, the last the last point

609
00:22:27,608 --> 00:22:29,689
that we wanted uh to, to focus

610
00:22:29,699 --> 00:22:31,709
uh on because it's a big one before

611
00:22:31,719 --> 00:22:33,750
we get into the uh the demonstration

612
00:22:33,759 --> 00:22:36,140
of, of CB a connect uh workforce

613
00:22:36,150 --> 00:22:38,420
challenges. So one thing I found

614
00:22:38,430 --> 00:22:40,549
that I thought was quite interesting was there were more

615
00:22:40,559 --> 00:22:42,640
than 4 million retail job openings across the

616
00:22:42,650 --> 00:22:43,920
US in 2023.

617
00:22:44,250 --> 00:22:46,799
That seems like a lot. It's a lot um attracting

618
00:22:46,809 --> 00:22:48,809
and keeping staff is, is really

619
00:22:48,818 --> 00:22:51,019
a key element that um retailers

620
00:22:51,029 --> 00:22:53,430
and and a lot of other industries have to consider

621
00:22:53,578 --> 00:22:55,640
um in not only ensuring

622
00:22:55,650 --> 00:22:58,380
that we have that but ensuring that staff are properly

623
00:22:58,390 --> 00:23:00,650
um trained for their roles. So there's

624
00:23:00,660 --> 00:23:03,068
a lot of uh really interesting

625
00:23:03,078 --> 00:23:05,259
uh things that are coming out of that in terms

626
00:23:05,269 --> 00:23:07,689
of the challenges with the workforce.

627
00:23:07,699 --> 00:23:10,088
So finding the right talent, it's

628
00:23:10,098 --> 00:23:12,328
uh it's a persistent challenge. Uh the competitive

629
00:23:12,338 --> 00:23:14,588
job market coupled with evolving consumer

630
00:23:14,598 --> 00:23:16,670
demands requires a workforce that is not only

631
00:23:16,680 --> 00:23:18,699
skilled but also adaptable. So we talked

632
00:23:18,709 --> 00:23:21,199
about maybe some of the changing tech uh changing

633
00:23:21,209 --> 00:23:23,259
messaging from the organization, that sort of thing.

634
00:23:23,529 --> 00:23:25,910
Um High turnover rates are continuing

635
00:23:25,920 --> 00:23:28,259
to plague the retail sector. Uh the nature

636
00:23:28,269 --> 00:23:30,479
of entry level positions and the demands of the industry

637
00:23:30,489 --> 00:23:32,568
are contributing uh to a revolving door

638
00:23:32,578 --> 00:23:35,390
of employees. In a lot of cases. In response,

639
00:23:35,400 --> 00:23:37,578
retailers are re evaluating their employee

640
00:23:37,588 --> 00:23:39,588
value proposition. They're focusing on things

641
00:23:39,598 --> 00:23:41,858
like offering competitive wages, flexible

642
00:23:41,868 --> 00:23:43,930
schedules where they can and comprehensive

643
00:23:43,939 --> 00:23:46,755
benefits to enhance uh job satisfaction

644
00:23:46,765 --> 00:23:49,334
and reduce that turnover aspect. Staffing

645
00:23:49,344 --> 00:23:51,574
concerns aren't just extending to

646
00:23:51,584 --> 00:23:53,693
um your front line staff, but we're also seeing

647
00:23:53,703 --> 00:23:56,025
them extend to uh desk staff

648
00:23:56,035 --> 00:23:58,154
that work behind the scenes, things like warehouse workers

649
00:23:58,164 --> 00:24:00,193
who are doing order picking and packing, things like

650
00:24:00,203 --> 00:24:02,233
that. Uh They're essential in

651
00:24:02,243 --> 00:24:04,255
today's e-commerce realities and,

652
00:24:04,265 --> 00:24:06,604
and certainly their folks that uh um

653
00:24:06,614 --> 00:24:08,493
are, uh we're finding their

654
00:24:08,765 --> 00:24:10,884
talent pool is getting a little depleted as far

655
00:24:10,894 --> 00:24:12,983
as that goes. So, retaining, attracting

656
00:24:12,993 --> 00:24:15,193
and retaining these workers is, is a key thing.

657
00:24:15,509 --> 00:24:17,608
Um We also see within retail

658
00:24:17,618 --> 00:24:19,650
industry, a lot of seasonal recruitment. So

659
00:24:19,660 --> 00:24:21,699
seasonal recruitment and training programs

660
00:24:21,709 --> 00:24:23,989
um for those seasonal recruitment efforts

661
00:24:24,049 --> 00:24:26,509
are creating a big need in this sector.

662
00:24:26,519 --> 00:24:28,539
So we uh uh we see a lot of

663
00:24:28,549 --> 00:24:30,789
the uh especially kind of that bespoke seasonal

664
00:24:30,799 --> 00:24:33,108
training around the holiday season where we're bringing

665
00:24:33,118 --> 00:24:35,338
people on for a specific period of time

666
00:24:35,459 --> 00:24:37,759
and yet training them to be ambassadors of our brand

667
00:24:37,769 --> 00:24:40,250
and sell our products out in our physical

668
00:24:40,259 --> 00:24:41,209
um locations.

669
00:24:41,880 --> 00:24:44,009
Um As technology continues

670
00:24:44,019 --> 00:24:46,118
to reshape the retail landscape, there's a growing

671
00:24:46,130 --> 00:24:48,239
gap between the skills possessed by the existing

672
00:24:48,250 --> 00:24:50,500
workforce and those demanded by those evolving

673
00:24:50,509 --> 00:24:52,509
roles. Retailers are investing in

674
00:24:52,519 --> 00:24:54,858
things like upskilling, reskilling programs,

675
00:24:54,868 --> 00:24:56,618
streamlined approach to onboarding,

676
00:24:56,900 --> 00:24:59,219
things like that are helping to bridge the gap

677
00:24:59,229 --> 00:25:01,539
and ensure that their employees are equipped with the digital

678
00:25:01,549 --> 00:25:04,078
literacy and the technical skills needed to

679
00:25:04,088 --> 00:25:07,000
uh navigate an increasingly technological

680
00:25:07,009 --> 00:25:07,989
uh environment.

681
00:25:08,410 --> 00:25:10,430
The retail sector itself has

682
00:25:10,439 --> 00:25:12,439
recognized the importance of prioritizing

683
00:25:12,449 --> 00:25:14,868
employee well being we saw during the pandemic

684
00:25:14,880 --> 00:25:17,328
and and and kind of since then really

685
00:25:17,529 --> 00:25:19,779
uh a big emphasis on things like employee

686
00:25:19,789 --> 00:25:21,989
well being mental health, things like that. So the need

687
00:25:22,000 --> 00:25:24,059
for mental health support uh and

688
00:25:24,068 --> 00:25:26,828
we're starting to see retailers implementing programs

689
00:25:26,838 --> 00:25:29,333
uh that are focused on wellness, employee

690
00:25:29,343 --> 00:25:31,781
assistance, flexible scheduling. Um really

691
00:25:31,791 --> 00:25:34,252
looking to ensure that overall employee

692
00:25:34,261 --> 00:25:36,392
well being some of the things that we're seeing.

693
00:25:36,402 --> 00:25:38,482
And again, we're seeing these being surfaced

694
00:25:38,492 --> 00:25:40,571
within the digital workplace, uh creating

695
00:25:40,583 --> 00:25:42,932
a positive work environment, ensuring employees

696
00:25:42,942 --> 00:25:45,392
feel supported, valued and engaged

697
00:25:45,412 --> 00:25:47,652
uh recognition centers, wellness centers,

698
00:25:47,662 --> 00:25:49,865
open communications channels, inclusivity

699
00:25:49,875 --> 00:25:52,066
efforts. Uh We're seeing career

700
00:25:52,076 --> 00:25:54,296
development and career advancement opportunities.

701
00:25:54,306 --> 00:25:56,845
So professional development, training and mentorship.

702
00:25:56,884 --> 00:25:59,375
Uh and of course, we're seeing, I I pardon

703
00:25:59,384 --> 00:26:01,796
me, implementation of employee retention

704
00:26:01,806 --> 00:26:03,894
programs. So uh we want to keep

705
00:26:03,905 --> 00:26:05,925
the people that we're hiring, we want them to grow uh

706
00:26:05,955 --> 00:26:08,076
within the industry and develop uh within the

707
00:26:08,086 --> 00:26:08,796
organization.

708
00:26:09,108 --> 00:26:11,469
And then finally, we, we see things like surveys

709
00:26:11,479 --> 00:26:13,489
and feedback mechanisms. I me mentioned in an

710
00:26:13,500 --> 00:26:16,088
earlier point, the idea that with promos

711
00:26:16,098 --> 00:26:18,489
and and, and just gen general store feedback,

712
00:26:18,500 --> 00:26:20,719
we're soliciting that information from

713
00:26:20,729 --> 00:26:22,890
our employees largely through vehicles

714
00:26:22,900 --> 00:26:24,930
like the digital workplace uh in,

715
00:26:24,939 --> 00:26:27,039
in, in order to better understand

716
00:26:27,049 --> 00:26:29,130
what the employee experience is telling us at that

717
00:26:29,140 --> 00:26:30,160
grassroots level.

718
00:26:30,519 --> 00:26:32,529
So in summary, when it comes to the workforce

719
00:26:32,539 --> 00:26:34,779
challenges, adapting to new workforce trends,

720
00:26:34,789 --> 00:26:36,910
addressing turnover issues and prioritizing

721
00:26:36,920 --> 00:26:39,130
employee well being are critical components

722
00:26:39,140 --> 00:26:41,140
of a successful personnel strategy.

723
00:26:41,348 --> 00:26:44,209
Uh retailers that invest in innovative solutions

724
00:26:44,650 --> 00:26:47,549
um embrace technological technological

725
00:26:47,559 --> 00:26:49,969
advancements and foster a positive workplace

726
00:26:49,979 --> 00:26:51,979
culture will be better positioned to attract

727
00:26:51,989 --> 00:26:54,509
retain and develop the talent needed to thrive

728
00:26:54,519 --> 00:26:56,769
in the dynamic retail landscape of the future.

729
00:26:57,348 --> 00:26:59,449
Paige thoughts from you.

730
00:26:59,459 --> 00:27:01,650
Um You're looking at um a franchise model,

731
00:27:01,660 --> 00:27:03,670
you're looking at a lot of distribution as

732
00:27:03,680 --> 00:27:05,699
far as your, your, your team goes. What

733
00:27:05,709 --> 00:27:07,130
sorts of things are you doing and seeing?

734
00:27:07,779 --> 00:27:09,880
Yeah, absolutely. Um Employee

735
00:27:09,890 --> 00:27:11,900
retention is really top of

736
00:27:11,910 --> 00:27:14,479
mind for our CC our CEO in particular,

737
00:27:14,489 --> 00:27:15,880
it's really important to him.

738
00:27:16,160 --> 00:27:18,400
Uh I think our hr manager

739
00:27:18,410 --> 00:27:20,410
really says it best when he says whether you're

740
00:27:20,420 --> 00:27:22,449
here for five days, five weeks, five

741
00:27:22,459 --> 00:27:24,588
months or five years, we want you to leave

742
00:27:24,598 --> 00:27:26,920
CB A as a better person that's closer

743
00:27:26,930 --> 00:27:28,969
to your goals than when you came here. And

744
00:27:28,979 --> 00:27:31,199
so I think one of the things that we really

745
00:27:31,209 --> 00:27:33,559
try to focus on is holistic benefits

746
00:27:33,568 --> 00:27:35,858
for our shop employees

747
00:27:35,868 --> 00:27:37,959
as well as the employees that are at our headquarters

748
00:27:37,969 --> 00:27:40,039
in our franchisees. So some of the things

749
00:27:40,049 --> 00:27:42,368
that we do our financial literacy courses

750
00:27:42,380 --> 00:27:43,979
and packages for our front line,

751
00:27:44,250 --> 00:27:46,818
um we are off

752
00:27:46,828 --> 00:27:49,469
on the weekends. Um So that's not typical

753
00:27:49,479 --> 00:27:51,660
for automotive, but because we offer

754
00:27:51,670 --> 00:27:53,779
those like concierge services and mobile

755
00:27:53,789 --> 00:27:55,838
repair we're able to do that and not

756
00:27:55,848 --> 00:27:57,779
lose any customers. Um

757
00:27:58,098 --> 00:28:00,239
We do several benefits

758
00:28:00,250 --> 00:28:02,318
including mental health and physical health

759
00:28:02,529 --> 00:28:04,598
um in depth training. So

760
00:28:04,608 --> 00:28:06,880
I think one of the things that you had touched on was

761
00:28:06,890 --> 00:28:08,910
professional development, that's a

762
00:28:08,969 --> 00:28:11,318
thing that we do, whether it's trade training

763
00:28:11,328 --> 00:28:13,348
or leadership training. We have

764
00:28:13,358 --> 00:28:15,439
several different paths that our front line guys can

765
00:28:15,449 --> 00:28:17,824
take to again become a better person

766
00:28:17,834 --> 00:28:19,934
than they were when they joined our team. We

767
00:28:19,943 --> 00:28:22,203
also have a uh from service manager

768
00:28:22,213 --> 00:28:24,354
to franchisee track. It's a two year

769
00:28:24,364 --> 00:28:26,443
program that people interview for and

770
00:28:26,453 --> 00:28:28,664
if they get it, they spend two years taking

771
00:28:28,674 --> 00:28:30,834
classes and then they're awarded a franchise at the end

772
00:28:30,844 --> 00:28:33,005
of it. So we're doing a lot of different

773
00:28:33,015 --> 00:28:35,104
things to really make sure that um

774
00:28:35,755 --> 00:28:37,055
our employees are happy.

775
00:28:37,555 --> 00:28:39,564
We've got a big challenge with a

776
00:28:39,574 --> 00:28:40,983
technician recruitment.

777
00:28:41,243 --> 00:28:43,414
People are leaving that industry, new

778
00:28:43,424 --> 00:28:45,654
people aren't coming on as fast. And so

779
00:28:46,029 --> 00:28:48,029
attracting and retaining talent especially

780
00:28:48,039 --> 00:28:50,039
is very important for us because

781
00:28:50,309 --> 00:28:52,368
we can't do anything without having technicians

782
00:28:52,380 --> 00:28:54,088
to fix vehicles. So we really

783
00:28:54,479 --> 00:28:55,630
focus on that. Yeah.

784
00:28:56,309 --> 00:28:58,420
Yeah. No. So definitely a lot of really good

785
00:28:58,430 --> 00:29:00,500
points there in terms of um attracting

786
00:29:00,509 --> 00:29:02,838
the talent uh developing them. I like

787
00:29:02,848 --> 00:29:05,098
that quote from your hr manager. I thought that was nice,

788
00:29:05,108 --> 00:29:07,500
you know, leaving, leaving in a be better

789
00:29:07,509 --> 00:29:09,779
um um frame, uh then

790
00:29:09,789 --> 00:29:11,939
maybe you join the organization but certainly

791
00:29:11,989 --> 00:29:14,180
lots of um rubber on the road

792
00:29:14,189 --> 00:29:16,229
there in terms of the uh ability

793
00:29:16,239 --> 00:29:18,328
to develop a career. Uh It seems,

794
00:29:18,338 --> 00:29:20,390
and you're conveying that information to those employees,

795
00:29:20,400 --> 00:29:21,568
which is really good to see.

796
00:29:22,019 --> 00:29:22,858
Absolutely.

797
00:29:23,309 --> 00:29:25,680
Ok. Um Paige, you

798
00:29:25,689 --> 00:29:27,880
are gonna be on. So I've got a slide

799
00:29:27,890 --> 00:29:29,910
and that's it. Uh So we're gonna

800
00:29:29,920 --> 00:29:31,939
get into our solution showcase. Now I'm gonna stop

801
00:29:31,949 --> 00:29:34,269
sharing and we'll give Paige a chance to uh get

802
00:29:34,279 --> 00:29:36,430
a set up and share. Uh But again, we're gonna

803
00:29:36,439 --> 00:29:38,529
look at uh Christian Brothers, automotive digital

804
00:29:38,539 --> 00:29:40,739
workplace, the digital workplace. I'm familiar with. I've

805
00:29:40,750 --> 00:29:42,848
had the great benefit of working with

806
00:29:42,858 --> 00:29:44,930
the uh Christian brothers a couple of times

807
00:29:44,939 --> 00:29:47,118
on their digital workplace. Um page. Take

808
00:29:47,130 --> 00:29:49,500
it away if you would, please. Yeah, absolutely.

809
00:29:49,509 --> 00:29:51,598
So this is C VA connect.

810
00:29:51,608 --> 00:29:54,130
This is our brand wide internet

811
00:29:54,289 --> 00:29:56,479
and to give a little bit of a context, this

812
00:29:56,489 --> 00:29:58,670
website did not always look like this. Um

813
00:29:58,680 --> 00:30:00,739
We did a digital transformation

814
00:30:00,750 --> 00:30:03,019
and evolve a couple of years ago and

815
00:30:03,029 --> 00:30:05,519
really the catalyst for that was

816
00:30:05,989 --> 00:30:08,015
our ce really wanted us to

817
00:30:08,025 --> 00:30:10,164
find better ways to get in touch with

818
00:30:10,174 --> 00:30:12,255
our front line desk list workers.

819
00:30:12,493 --> 00:30:13,223
So,

820
00:30:13,654 --> 00:30:15,983
an important thing to note about them is that

821
00:30:15,993 --> 00:30:18,394
they're not sitting behind a desk all day, twiddling

822
00:30:18,404 --> 00:30:20,584
their thumbs, waiting to engage with corporate,

823
00:30:20,795 --> 00:30:23,025
they are fixing cars, they are dealing

824
00:30:23,035 --> 00:30:24,584
with customers. They are

825
00:30:24,979 --> 00:30:27,160
the shop life is crazy. So they are not

826
00:30:27,170 --> 00:30:29,400
really ever behind a desk just waiting

827
00:30:29,410 --> 00:30:30,939
to engage. And so

828
00:30:31,250 --> 00:30:33,559
one of the things our CEO is really passionate about

829
00:30:33,568 --> 00:30:36,199
is the type of culture we have here at our home office.

830
00:30:36,338 --> 00:30:38,459
And he wanted us to find ways to engage

831
00:30:38,469 --> 00:30:40,680
that culture with our front line knowing

832
00:30:40,689 --> 00:30:42,920
that they aren't behind a computer in, in order

833
00:30:42,930 --> 00:30:44,039
to do that. So

834
00:30:44,549 --> 00:30:46,900
step one for me, when I was sitting there

835
00:30:46,910 --> 00:30:49,029
about ready to do the evolve was

836
00:30:49,039 --> 00:30:51,680
to figure out one, how do we get them to use

837
00:30:52,019 --> 00:30:54,098
the digital workplace first and then

838
00:30:54,108 --> 00:30:56,759
move into a point of engagement and culture.

839
00:30:57,029 --> 00:30:59,338
So the first thing that

840
00:30:59,348 --> 00:31:01,640
we did was we created a vendor center

841
00:31:01,650 --> 00:31:03,729
to really drive technician

842
00:31:03,739 --> 00:31:05,769
and service manager engagement.

843
00:31:06,170 --> 00:31:08,309
So the automotive industry kind

844
00:31:08,318 --> 00:31:09,939
of presents a unique

845
00:31:10,568 --> 00:31:13,098
challenge which is especially

846
00:31:13,108 --> 00:31:15,160
for a franchise. We have all of these

847
00:31:15,170 --> 00:31:17,279
different vendor partners that we negotiate

848
00:31:17,289 --> 00:31:18,358
partnerships with.

849
00:31:18,910 --> 00:31:21,088
But we can't, it's not like they're forced

850
00:31:21,098 --> 00:31:23,750
to use any of these, they can pick and choose,

851
00:31:23,789 --> 00:31:25,789
they can do none. These are the people that are

852
00:31:25,799 --> 00:31:27,930
supplying our uniforms, our parts,

853
00:31:27,939 --> 00:31:30,170
our fluids, all of that fun stuff.

854
00:31:30,269 --> 00:31:32,358
And we needed a centralized

855
00:31:32,368 --> 00:31:34,588
place to put all of that information. So

856
00:31:34,630 --> 00:31:36,630
before we do evolve, all of

857
00:31:36,640 --> 00:31:38,818
these different vendors lived under our knowledge

858
00:31:38,828 --> 00:31:40,858
bases under whatever department was in

859
00:31:40,868 --> 00:31:43,459
charge of managing that relationship

860
00:31:43,699 --> 00:31:45,729
which to a service manager or

861
00:31:45,739 --> 00:31:47,739
a technician that's not really relevant

862
00:31:47,750 --> 00:31:49,910
to them. They just need to know who

863
00:31:49,920 --> 00:31:51,660
the vendor is and more about them.

864
00:31:52,049 --> 00:31:54,130
So, something that we are really proud of

865
00:31:54,140 --> 00:31:56,209
when we did this evolve was we took all

866
00:31:56,219 --> 00:31:58,328
of the vendors and we centralize them in a vendor

867
00:31:58,338 --> 00:31:58,910
center.

868
00:31:59,229 --> 00:32:01,529
So we've got all of them here in alphabetical

869
00:32:01,539 --> 00:32:03,670
order. As you can see, there's quite

870
00:32:03,680 --> 00:32:05,789
a few. Um And then we

871
00:32:05,799 --> 00:32:07,959
also broke them out into different tabs

872
00:32:07,969 --> 00:32:10,000
based on the type of vendor that they

873
00:32:10,009 --> 00:32:12,108
are. So if they were used to finding the information

874
00:32:12,118 --> 00:32:13,358
that way they still could

875
00:32:13,739 --> 00:32:15,759
uh or they can find it alphabetically

876
00:32:15,769 --> 00:32:17,269
under this first tab here.

877
00:32:17,818 --> 00:32:20,039
The other nice thing about this that

878
00:32:20,049 --> 00:32:22,150
really got our service managers, especially

879
00:32:22,160 --> 00:32:23,519
using this platform

880
00:32:23,989 --> 00:32:26,578
was these expanded vendor profiles.

881
00:32:26,799 --> 00:32:28,759
So they can go into whatever vendor

882
00:32:30,180 --> 00:32:32,209
and it gives all the information that they could

883
00:32:32,219 --> 00:32:34,358
ever need to know about that vendor.

884
00:32:34,368 --> 00:32:36,519
So a link to their website, there's

885
00:32:36,529 --> 00:32:38,598
another button if they have like a different portal to

886
00:32:38,608 --> 00:32:41,150
log in um who they are,

887
00:32:41,160 --> 00:32:43,160
how the partnership works. So

888
00:32:43,170 --> 00:32:45,439
a lot of them do rebates with us. So it's, that's

889
00:32:45,449 --> 00:32:46,799
got more information there.

890
00:32:47,509 --> 00:32:49,699
Um the point of contact.

891
00:32:49,709 --> 00:32:51,729
So who they call. I think this is really the

892
00:32:51,739 --> 00:32:53,910
reason why they use it the most is because it's really

893
00:32:53,920 --> 00:32:56,118
easy to find contact information so they can find

894
00:32:56,189 --> 00:32:56,769
there.

895
00:32:57,098 --> 00:32:59,410
And then we have a downloads widget at the bottom

896
00:32:59,420 --> 00:33:01,568
that has all the credit applications, you

897
00:33:01,578 --> 00:33:03,689
know, rebate information, sales,

898
00:33:03,699 --> 00:33:05,769
wires, anything that they might need. Um

899
00:33:05,779 --> 00:33:08,009
for that vendor, it's all in one place.

900
00:33:08,439 --> 00:33:10,650
We've also found that franchisees really

901
00:33:10,660 --> 00:33:12,699
like using this, especially when they're

902
00:33:12,709 --> 00:33:14,519
setting up their store for the first time.

903
00:33:14,818 --> 00:33:17,279
Uh They can come here to credit applications

904
00:33:17,289 --> 00:33:19,318
and that opens an entire list of all the credit

905
00:33:19,328 --> 00:33:21,338
apps they need to do in one place. So

906
00:33:21,348 --> 00:33:23,400
like it's really easy. I just go down the list, fill them

907
00:33:23,410 --> 00:33:25,618
out and send them off and then they're not having

908
00:33:25,630 --> 00:33:27,739
to track them down under a bunch of different places.

909
00:33:27,750 --> 00:33:29,769
So this was really

910
00:33:30,098 --> 00:33:32,219
made obviously to make it easier

911
00:33:32,229 --> 00:33:34,259
for our front line guys. But what ended

912
00:33:34,269 --> 00:33:36,519
up happening was this was the reason they started using

913
00:33:36,529 --> 00:33:37,900
CB A connect a lot more.

914
00:33:38,828 --> 00:33:40,838
That is a really good call out. And

915
00:33:40,848 --> 00:33:42,920
I, I wanna unpack this a little if I can like

916
00:33:42,930 --> 00:33:44,699
first off, um You took,

917
00:33:45,000 --> 00:33:47,299
you identified a need. Um The, the,

918
00:33:47,309 --> 00:33:49,358
the need was uh that you needed these

919
00:33:49,368 --> 00:33:51,439
service managers, these folks in the field

920
00:33:51,500 --> 00:33:53,588
uh to be informed of the uh the various

921
00:33:53,598 --> 00:33:55,739
vendors that they were going to be doing business with that sort

922
00:33:55,750 --> 00:33:58,098
of thing. Um You identified a problem

923
00:33:58,108 --> 00:34:00,539
which was in the past, as you mentioned,

924
00:34:00,549 --> 00:34:02,660
the um the vendors were

925
00:34:02,670 --> 00:34:05,000
categorized under an area of departmental

926
00:34:05,009 --> 00:34:07,059
responsibility, that sort of thing. Um

927
00:34:07,068 --> 00:34:09,219
And then you built a solution which

928
00:34:09,228 --> 00:34:11,500
is simple, easy to engage

929
00:34:11,510 --> 00:34:13,579
with. Uh We can see the classifications,

930
00:34:13,590 --> 00:34:15,019
the table of contents, things like that

931
00:34:15,349 --> 00:34:17,539
you built out, it's comprehensive,

932
00:34:17,548 --> 00:34:19,588
it serves their needs in terms of anything from

933
00:34:19,599 --> 00:34:22,079
visiting their website to, uh, getting requisite

934
00:34:22,088 --> 00:34:24,349
forms or primary points of contact, whatever

935
00:34:24,358 --> 00:34:25,177
the case may be.

936
00:34:25,478 --> 00:34:27,829
But it's something that's consumable. It's

937
00:34:27,838 --> 00:34:29,907
easy for them to, to find and

938
00:34:29,918 --> 00:34:32,358
to use. And as you said,

939
00:34:32,367 --> 00:34:34,418
uh, it really helped drive their engagement in the

940
00:34:34,427 --> 00:34:36,528
tool. Yeah, absolutely.

941
00:34:36,539 --> 00:34:38,798
And I think another point there too is that

942
00:34:38,858 --> 00:34:41,168
it's a single source of truth. So

943
00:34:41,559 --> 00:34:43,648
our, uh, teams that manage vendors aren't

944
00:34:43,657 --> 00:34:46,248
always the best at going in and updating

945
00:34:46,259 --> 00:34:48,048
under their department, old,

946
00:34:48,518 --> 00:34:50,887
old documents. And so before

947
00:34:50,994 --> 00:34:53,043
was they would go in and search AJ

948
00:34:53,164 --> 00:34:55,273
O, for example, they wouldn't know which one

949
00:34:55,284 --> 00:34:56,894
is the most up to date form.

950
00:34:57,304 --> 00:34:59,434
So this really helps. It's one

951
00:34:59,445 --> 00:35:01,875
place for our internal teams to manage documents,

952
00:35:01,885 --> 00:35:03,934
but it's also one place that they know if they go

953
00:35:03,945 --> 00:35:06,454
here, they're gonna have the most up to date information

954
00:35:06,969 --> 00:35:09,010
that makes a lot of sense. And I love that you use the

955
00:35:09,019 --> 00:35:11,099
phrase single source of truth. It's one of my, one

956
00:35:11,110 --> 00:35:13,269
of my uh touchstones if you will, but yeah,

957
00:35:13,280 --> 00:35:15,750
certainly establishing this as a knowledge

958
00:35:15,760 --> 00:35:18,208
base. Um And of course, it also

959
00:35:18,438 --> 00:35:20,769
knocks on into the idea that you mentioned

960
00:35:20,780 --> 00:35:23,780
like Aguero um uh looking

961
00:35:23,789 --> 00:35:25,889
at that as a as a piece of knowledge.

962
00:35:25,898 --> 00:35:27,989
What's the right uh piece,

963
00:35:28,000 --> 00:35:30,019
what's the right version? Uh Do I have the

964
00:35:30,030 --> 00:35:32,188
latest and, and correct information knowing

965
00:35:32,199 --> 00:35:34,208
that we have this as a single source of truth in an easy

966
00:35:34,219 --> 00:35:36,309
to find place this just makes things that

967
00:35:36,320 --> 00:35:38,030
much easier as pertains to that.

968
00:35:38,469 --> 00:35:40,500
Yeah. Absolutely. So, they've, we've

969
00:35:40,510 --> 00:35:42,590
gotten some really great feedback about this.

970
00:35:42,599 --> 00:35:44,510
Um And once we had them,

971
00:35:44,860 --> 00:35:46,909
we're like a ha ha. We got you. Now, now you're going

972
00:35:46,918 --> 00:35:49,269
to engage with us. So once

973
00:35:49,280 --> 00:35:51,628
we did our evolve, we launched

974
00:35:51,639 --> 00:35:53,909
our evolve without the social center

975
00:35:53,918 --> 00:35:54,789
right here. So,

976
00:35:55,110 --> 00:35:57,239
like I said, we really wanted to get them on the site.

977
00:35:57,250 --> 00:35:59,349
And then a couple of months later, I built out this

978
00:35:59,360 --> 00:36:01,599
social center and we made it live

979
00:36:01,610 --> 00:36:02,119
so

980
00:36:02,378 --> 00:36:04,208
a little context here

981
00:36:05,918 --> 00:36:08,139
every four months. So once a quarter,

982
00:36:08,148 --> 00:36:10,840
we send out a package

983
00:36:10,849 --> 00:36:13,070
to all of our shops, which is like culture

984
00:36:13,079 --> 00:36:15,199
in a box. So this was

985
00:36:15,208 --> 00:36:17,309
again getting to that initiative that our CEO

986
00:36:17,320 --> 00:36:19,519
really wanted us to push our culture down

987
00:36:19,570 --> 00:36:21,659
to the front lines. Um So

988
00:36:21,668 --> 00:36:24,304
we do every April when the masters

989
00:36:24,313 --> 00:36:26,385
golf tournament is on, we do our own

990
00:36:26,394 --> 00:36:28,494
little putt putt course at our home

991
00:36:28,503 --> 00:36:30,824
office. So every April or every March,

992
00:36:30,833 --> 00:36:33,385
we send out a kit to all of our franchises

993
00:36:33,394 --> 00:36:35,914
that they can do that at their shop as well.

994
00:36:36,014 --> 00:36:38,144
We do taco eating contest, we

995
00:36:38,155 --> 00:36:38,985
do um

996
00:36:39,570 --> 00:36:41,619
decadent dining, which I can show in

997
00:36:41,628 --> 00:36:43,929
a minute, um a bunch of different

998
00:36:43,938 --> 00:36:46,320
things. And then in Christmas, we do like a give back initiative,

999
00:36:46,329 --> 00:36:47,938
toys for tots, things like that.

1000
00:36:49,099 --> 00:36:51,648
And one of the ways we really wanted to get them engaged

1001
00:36:51,659 --> 00:36:53,708
on the Social center is by sharing

1002
00:36:53,719 --> 00:36:55,769
pictures of those joy boxes.

1003
00:36:55,969 --> 00:36:57,769
So we told them, hey,

1004
00:36:58,610 --> 00:37:00,728
do this dining contest. We sent

1005
00:37:00,739 --> 00:37:02,750
them out um aprons and

1006
00:37:02,760 --> 00:37:04,840
chef hats that are embroidered um

1007
00:37:04,849 --> 00:37:05,639
and said,

1008
00:37:05,929 --> 00:37:08,030
create a decadent dining feast

1009
00:37:08,039 --> 00:37:10,260
in your shop. Whatever way you want to do that,

1010
00:37:10,750 --> 00:37:12,780
then you need to post all the pictures

1011
00:37:12,789 --> 00:37:14,809
in our CB, a social center. And

1012
00:37:14,820 --> 00:37:17,039
then we did a vote on the team that did the best.

1013
00:37:17,050 --> 00:37:19,340
And so the one, the team that won got

1014
00:37:19,599 --> 00:37:21,918
a golden chef trophy and they got

1015
00:37:21,929 --> 00:37:24,148
a two months paid for by the home office.

1016
00:37:24,159 --> 00:37:26,378
But as you can see, it really got them

1017
00:37:26,750 --> 00:37:29,208
excited, they started engaging.

1018
00:37:29,219 --> 00:37:31,250
This guy did a hibachi which I thought was

1019
00:37:31,260 --> 00:37:33,269
wild like he's a car guy, he's not

1020
00:37:33,280 --> 00:37:34,250
a chef. Um

1021
00:37:35,159 --> 00:37:37,219
So yeah, it really got them on

1022
00:37:37,228 --> 00:37:39,579
the social center. It got them using this platform

1023
00:37:39,590 --> 00:37:42,000
to engage with each other. Um rather

1024
00:37:42,010 --> 00:37:44,019
than just being in their

1025
00:37:44,030 --> 00:37:45,860
like silo of their location.

1026
00:37:46,728 --> 00:37:48,809
One thing I sorry, Paige, I, I didn't mean

1027
00:37:48,820 --> 00:37:51,000
to interrupt but I will because

1028
00:37:51,010 --> 00:37:53,458
one thing I really like seeing here as you were scrolling,

1029
00:37:53,550 --> 00:37:55,659
I saw a couple of messages that we're thanking the home

1030
00:37:55,668 --> 00:37:58,070
office for putting these things together. And that really

1031
00:37:58,250 --> 00:38:00,398
um calls back nicely to the point.

1032
00:38:00,409 --> 00:38:02,550
Uh We were talking about earlier, which is the idea

1033
00:38:02,559 --> 00:38:04,599
of that inclusivity of,

1034
00:38:04,610 --> 00:38:06,639
of our employees, you know, those, those folks that are out in

1035
00:38:06,708 --> 00:38:08,978
field performing the work that we do. Um

1036
00:38:08,989 --> 00:38:11,039
It's really cool that you can take that home

1037
00:38:11,050 --> 00:38:13,260
office culture and provide it to those

1038
00:38:13,269 --> 00:38:15,469
employees and they feel a greater inclusion

1039
00:38:15,478 --> 00:38:18,300
in the organization and, and I, and if identification,

1040
00:38:18,309 --> 00:38:20,320
pardon me with the brand, um just

1041
00:38:20,329 --> 00:38:22,329
simply based on the fact that you're, you're making

1042
00:38:22,340 --> 00:38:24,889
these efforts and including them and then celebrating

1043
00:38:24,898 --> 00:38:26,570
them within this, this social center.

1044
00:38:27,010 --> 00:38:29,219
Yeah, definitely. This was our winner.

1045
00:38:29,228 --> 00:38:31,869
Actually, Mount Juliet, they had a little

1046
00:38:31,878 --> 00:38:34,148
Gatorade Coop glasses. Um

1047
00:38:34,159 --> 00:38:36,239
People really liked their, their minimalist

1048
00:38:36,250 --> 00:38:37,188
feast. So

1049
00:38:37,469 --> 00:38:39,059
that was our winner there.

1050
00:38:39,829 --> 00:38:42,000
But yeah, so once we kind of got them used

1051
00:38:42,010 --> 00:38:43,860
to engaging with us through the Joy Box,

1052
00:38:44,478 --> 00:38:46,550
it was easy to ask them to engage

1053
00:38:46,559 --> 00:38:48,699
with us in other different ways. And so

1054
00:38:48,708 --> 00:38:51,079
one of the ways that they do it is anytime

1055
00:38:51,090 --> 00:38:53,500
they get a cool car that they work on

1056
00:38:53,800 --> 00:38:55,938
as someone who does our social media, I love this

1057
00:38:55,949 --> 00:38:58,050
because it's easy content for me. They

1058
00:38:58,059 --> 00:39:00,070
come out here and they just share

1059
00:39:00,079 --> 00:39:00,860
about it. So like

1060
00:39:01,168 --> 00:39:03,360
an easy vehicle right here, the truck,

1061
00:39:03,500 --> 00:39:05,648
um different classics

1062
00:39:05,659 --> 00:39:07,809
or like really expensive vehicles. They love

1063
00:39:07,820 --> 00:39:08,500
to share.

1064
00:39:09,409 --> 00:39:11,510
We have a Jeep Duck. So I don't know if you know

1065
00:39:11,519 --> 00:39:13,599
the whole adding ducks to people's

1066
00:39:13,610 --> 00:39:15,789
Jeeps that you like. But we have a branded one. They

1067
00:39:15,800 --> 00:39:16,550
love that

1068
00:39:18,179 --> 00:39:20,320
really fancy engines, just

1069
00:39:20,329 --> 00:39:22,000
anything that they come up with

1070
00:39:22,280 --> 00:39:24,300
and they're engaging with each other. So

1071
00:39:24,309 --> 00:39:26,398
like these are technicians right here that are

1072
00:39:26,409 --> 00:39:28,519
doing this. And so it really has

1073
00:39:28,530 --> 00:39:30,820
accomplished our goal of getting them

1074
00:39:30,869 --> 00:39:33,050
a place where they can interact with each other and not

1075
00:39:33,059 --> 00:39:35,300
just wait for the once a year convention that we put

1076
00:39:35,309 --> 00:39:37,398
on for them to get to know each other better.

1077
00:39:37,409 --> 00:39:39,590
So, this has been a really good solution,

1078
00:39:39,599 --> 00:39:41,699
I think, um, for our CEO, as

1079
00:39:41,708 --> 00:39:44,000
well as he's seen that they're, they're taking

1080
00:39:44,010 --> 00:39:45,079
it and running with it too.

1081
00:39:45,570 --> 00:39:47,809
That's, it's really great to see honestly.

1082
00:39:47,820 --> 00:39:49,849
And, and certainly, um, I like the

1083
00:39:49,860 --> 00:39:51,889
point you made about this being easy, social media

1084
00:39:51,898 --> 00:39:54,019
content. I mean, when you work in an industry like

1085
00:39:54,030 --> 00:39:56,219
this, it's really cool to be able to take

1086
00:39:56,228 --> 00:39:58,289
maybe some of that stuff and, uh, and, and

1087
00:39:58,300 --> 00:40:00,648
really emphasize the, the good

1088
00:40:00,659 --> 00:40:01,280
and,

1089
00:40:01,708 --> 00:40:03,909
you know, challenging work that you folks are doing as well,

1090
00:40:03,918 --> 00:40:06,000
you know, I mean, fixing cars working on

1091
00:40:06,010 --> 00:40:08,128
them is, is no mean feat. Um So

1092
00:40:08,139 --> 00:40:10,389
it's really cool to see that they're, they're taking

1093
00:40:10,398 --> 00:40:12,860
this and celebrating this as part of

1094
00:40:12,869 --> 00:40:15,320
um their day to day work with, with your organization.

1095
00:40:15,329 --> 00:40:16,320
I think this is awesome.

1096
00:40:16,869 --> 00:40:19,030
Yeah, it makes it really easy. We have a little

1097
00:40:19,039 --> 00:40:21,168
campaign tagline that's fixing cars,

1098
00:40:21,179 --> 00:40:23,438
driving joy. And so I think it's,

1099
00:40:24,090 --> 00:40:26,418
it's one thing for me to make up like corporate

1100
00:40:26,429 --> 00:40:27,050
sounding

1101
00:40:27,789 --> 00:40:30,079
content around that. But if I can actually show

1102
00:40:30,090 --> 00:40:32,369
the ways that they're doing that in the shops, it just

1103
00:40:32,378 --> 00:40:34,128
is really good for our brand. So

1104
00:40:34,449 --> 00:40:36,809
we love doing that. And then um

1105
00:40:36,820 --> 00:40:38,958
like we talked about we're doing

1106
00:40:38,969 --> 00:40:41,168
a lot of different things this year,

1107
00:40:41,179 --> 00:40:43,809
brand new initiatives, a lot of change management.

1108
00:40:43,989 --> 00:40:46,159
So the last piece I want to show is

1109
00:40:46,168 --> 00:40:48,438
our strategic initiatives, knowledge base.

1110
00:40:48,659 --> 00:40:50,840
So like our new extended warranty,

1111
00:40:50,849 --> 00:40:53,010
our mobile repair, all of these

1112
00:40:53,019 --> 00:40:55,369
departments have something to do with

1113
00:40:55,378 --> 00:40:57,706
the launch of those programs. So it did makes

1114
00:40:57,715 --> 00:41:00,175
sense for me to house any of the communications

1115
00:41:00,186 --> 00:41:02,186
under one of those departments over

1116
00:41:02,195 --> 00:41:02,815
the other.

1117
00:41:03,476 --> 00:41:05,585
So we created a brand new strategic

1118
00:41:05,594 --> 00:41:06,746
initiative update

1119
00:41:07,315 --> 00:41:09,425
knowledge base and we have

1120
00:41:09,436 --> 00:41:11,925
different blog feeds for all of our different projects.

1121
00:41:11,936 --> 00:41:14,094
So extended warranty. This

1122
00:41:14,105 --> 00:41:16,135
is James. He's our project manager

1123
00:41:16,195 --> 00:41:18,755
so regularly throughout the process,

1124
00:41:18,766 --> 00:41:20,951
he is updating front lines

1125
00:41:20,960 --> 00:41:23,001
and our franchisees with this is what's

1126
00:41:23,010 --> 00:41:25,371
going on. This is what you can expect next.

1127
00:41:25,382 --> 00:41:27,561
Once we start piloting next month, he's

1128
00:41:27,572 --> 00:41:29,661
gonna be posting, hey, do you want to be part of

1129
00:41:29,672 --> 00:41:31,760
our next pilot? If so, here are the steps you

1130
00:41:31,771 --> 00:41:33,822
need to take. Um And so it's one

1131
00:41:34,161 --> 00:41:36,701
convenient place to have all of the information

1132
00:41:36,710 --> 00:41:38,882
about all the big initiatives that we're doing.

1133
00:41:39,081 --> 00:41:41,280
It, links out to our L MS with

1134
00:41:41,291 --> 00:41:42,922
the flywheel that we call,

1135
00:41:43,719 --> 00:41:46,458
that we um house all of our training

1136
00:41:46,469 --> 00:41:48,469
stuff for these different programs.

1137
00:41:48,688 --> 00:41:50,789
It's very integrated. They can see all the different

1138
00:41:50,800 --> 00:41:53,128
project owners here on this side and

1139
00:41:53,139 --> 00:41:55,478
then if they want to open up the individual feeds,

1140
00:41:55,489 --> 00:41:57,519
they can do so here and then that will just

1141
00:41:57,530 --> 00:41:59,860
open the blog feed for that specific project.

1142
00:41:59,869 --> 00:42:02,219
So we found that this has been really helpful

1143
00:42:02,228 --> 00:42:04,389
and again, they're not having to go into each department,

1144
00:42:04,398 --> 00:42:06,590
try to figure out where it is, try to stay

1145
00:42:06,599 --> 00:42:08,978
up to date. They know they can just come to this one

1146
00:42:09,128 --> 00:42:11,320
and get up to date on all of the, the different things

1147
00:42:11,329 --> 00:42:12,369
that we're doing. So

1148
00:42:12,639 --> 00:42:14,668
the digital workplace has absolutely helped

1149
00:42:14,679 --> 00:42:15,659
us um

1150
00:42:15,989 --> 00:42:18,159
meet the challenges, especially what's going

1151
00:42:18,168 --> 00:42:20,199
on right now. It's helping us get those

1152
00:42:20,208 --> 00:42:22,639
communications in front of those key stakeholders

1153
00:42:22,659 --> 00:42:24,938
and it's keeping us organized, which has been really great.

1154
00:42:25,530 --> 00:42:27,728
That's great to hear. And yeah, I lo I love what

1155
00:42:27,739 --> 00:42:29,750
I'm seeing here again because again, it's that

1156
00:42:29,760 --> 00:42:32,139
establishment of a knowledge base.

1157
00:42:32,148 --> 00:42:34,389
Um And not only that, but you mentioned you're, you're,

1158
00:42:34,398 --> 00:42:36,539
you're recruiting people through this. Um when

1159
00:42:36,550 --> 00:42:38,628
you do your, your, your soft launch or pardon me, your

1160
00:42:38,639 --> 00:42:40,958
pilot, I think you said it was. Um So

1161
00:42:40,969 --> 00:42:43,369
you're, you're keeping people informed again through

1162
00:42:43,378 --> 00:42:45,510
a easy to find, easy to manage area

1163
00:42:45,519 --> 00:42:46,469
of the digital workplace.

1164
00:42:46,728 --> 00:42:49,070
The other thing that I like that you said, um just

1165
00:42:49,079 --> 00:42:51,148
now and I can't even remember whether we

1166
00:42:51,159 --> 00:42:53,309
hit it in, in as we were talking about this

1167
00:42:53,320 --> 00:42:55,829
uh webinar uh earlier on, but

1168
00:42:55,849 --> 00:42:58,030
you're linking out to your L MS. And I think

1169
00:42:58,039 --> 00:43:00,039
that's one of the, the, the features of

1170
00:43:00,050 --> 00:43:02,110
a digital workplace that sometimes um

1171
00:43:02,119 --> 00:43:04,628
maybe gets undersold or, or misconstrued

1172
00:43:04,639 --> 00:43:06,869
is the idea that not everything

1173
00:43:06,878 --> 00:43:09,030
necessarily has to live in the digital workplace.

1174
00:43:09,039 --> 00:43:11,110
It's a great area for that

1175
00:43:11,119 --> 00:43:13,478
single source of truth. And we've seen a couple of great examples

1176
00:43:13,489 --> 00:43:16,195
here um in terms of uh establishing

1177
00:43:16,204 --> 00:43:18,364
that source of truth, but there are other

1178
00:43:18,375 --> 00:43:20,414
applications um that are going to be

1179
00:43:20,425 --> 00:43:22,695
used in the corporate ecosystem and

1180
00:43:22,704 --> 00:43:25,043
the digital workplace uh can be just as useful

1181
00:43:25,054 --> 00:43:27,284
as, as a, a navigation tool

1182
00:43:27,293 --> 00:43:29,465
to get to those areas, that sort of thing.

1183
00:43:29,474 --> 00:43:31,784
So, hey, if you want to check out this course, here's the information

1184
00:43:31,793 --> 00:43:33,813
on the course, navigate here to the L

1185
00:43:33,824 --> 00:43:35,864
MS. And it's really important to understand that

1186
00:43:35,934 --> 00:43:38,125
as a purpose to something of a, a hub

1187
00:43:38,135 --> 00:43:40,175
within the uh the greater corporate um

1188
00:43:40,184 --> 00:43:42,215
flywheel of technology. Wow,

1189
00:43:42,224 --> 00:43:43,235
that was a thing I said,

1190
00:43:44,760 --> 00:43:47,148
yeah, we um consider CB A connect

1191
00:43:47,159 --> 00:43:49,389
to be our launch pad. So obviously

1192
00:43:49,398 --> 00:43:51,829
all the coms are housed here, all of the knowledge

1193
00:43:51,840 --> 00:43:54,070
um like repository stuff is housed

1194
00:43:54,079 --> 00:43:56,349
here, but we have our workplace bookmarks

1195
00:43:56,360 --> 00:43:58,409
that actually just link out to our different

1196
00:43:58,418 --> 00:44:00,478
apps. We have a toolbox and promo

1197
00:44:00,489 --> 00:44:02,500
store. You can link to uh the

1198
00:44:02,510 --> 00:44:03,519
flywheel is the element.

1199
00:44:03,938 --> 00:44:06,168
Um We have an operations manual,

1200
00:44:06,179 --> 00:44:08,340
just different things, external

1201
00:44:08,349 --> 00:44:10,579
links that they're gonna use. And so

1202
00:44:10,590 --> 00:44:12,590
that way we can say, hey, you're coming to CB A

1203
00:44:12,599 --> 00:44:14,780
connect first, you're

1204
00:44:14,789 --> 00:44:16,889
getting all the information that you need

1205
00:44:16,898 --> 00:44:18,909
and then you're able to easily launch into a

1206
00:44:18,918 --> 00:44:20,978
different application if that's what you're there for.

1207
00:44:20,989 --> 00:44:22,418
So, absolutely,

1208
00:44:22,918 --> 00:44:24,938
this is awesome Paige. Thank you so much for

1209
00:44:24,949 --> 00:44:26,978
sharing uh some of these aspects with us

1210
00:44:26,989 --> 00:44:28,239
of CB A connect.

1211
00:44:28,519 --> 00:44:30,668
Um We did have a couple of questions come

1212
00:44:30,679 --> 00:44:32,800
in and uh I just uh I think

1213
00:44:32,809 --> 00:44:34,929
now is a great time to ask them.

1214
00:44:35,119 --> 00:44:37,309
Um I think the first one is going to be

1215
00:44:37,320 --> 00:44:39,389
the um the vendor section. So

1216
00:44:39,398 --> 00:44:42,119
we've had someone ask about the vendor section. Um

1217
00:44:42,128 --> 00:44:44,500
Was, was it a difficult thing to create

1218
00:44:44,510 --> 00:44:46,590
or kind of what went into that process

1219
00:44:46,599 --> 00:44:47,500
as far as things go?

1220
00:44:47,898 --> 00:44:50,010
Yeah, absolutely. I think it was a very

1221
00:44:50,019 --> 00:44:52,309
big lift when we first started doing

1222
00:44:52,320 --> 00:44:55,079
it because there were things all over the place.

1223
00:44:55,090 --> 00:44:57,329
Um Like you said, no, single sort of source

1224
00:44:57,340 --> 00:44:59,418
of truth. And so I had to work really closely

1225
00:44:59,429 --> 00:45:00,840
with our purchasing team

1226
00:45:01,110 --> 00:45:01,760
to

1227
00:45:02,019 --> 00:45:04,199
get vendor profiles made.

1228
00:45:04,208 --> 00:45:06,239
So all these expanded vendor profiles were

1229
00:45:06,250 --> 00:45:08,594
something that Alison on our purchasing team

1230
00:45:08,603 --> 00:45:10,704
wrote out for me. So she wrote, who

1231
00:45:10,715 --> 00:45:12,744
are they how it works? Um

1232
00:45:12,753 --> 00:45:14,954
Gave me all of zip files of all

1233
00:45:14,965 --> 00:45:17,054
the documents that needed to be under there

1234
00:45:17,215 --> 00:45:19,313
and we slowly did this. So

1235
00:45:19,514 --> 00:45:21,715
when we launched the vendor center, I would say

1236
00:45:21,724 --> 00:45:23,853
we had about half of the vendors on here

1237
00:45:23,864 --> 00:45:26,094
that we do now. And slowly over time

1238
00:45:26,485 --> 00:45:28,954
as she's been able to have her bandwidth, she's

1239
00:45:28,965 --> 00:45:31,114
gone through and added more and more as we've

1240
00:45:31,125 --> 00:45:33,304
been um growing.

1241
00:45:33,313 --> 00:45:33,905
And so

1242
00:45:34,389 --> 00:45:36,458
what's been nice about that is it wasn't, you

1243
00:45:36,469 --> 00:45:38,878
know, you need to do 80 vendor profiles

1244
00:45:38,889 --> 00:45:41,329
and then launch the, the platform we

1245
00:45:41,340 --> 00:45:43,539
were able to do it with what we had and then grow upon

1246
00:45:43,550 --> 00:45:45,570
it. So it's a lot of back and

1247
00:45:45,579 --> 00:45:47,599
forth with her. She knows how to do some of the

1248
00:45:47,610 --> 00:45:49,840
stuff on her own. Um Obviously I do

1249
00:45:49,849 --> 00:45:52,090
all the layout and so anytime things

1250
00:45:52,099 --> 00:45:54,610
change, obviously, it's a lift for me, but it's absolutely

1251
00:45:54,619 --> 00:45:56,648
one that's worth it because I know it's a valuable

1252
00:45:56,659 --> 00:45:57,250
resource.

1253
00:45:57,898 --> 00:46:00,090
Awesome. Thank you, Paige. Uh Next

1254
00:46:00,099 --> 00:46:02,208
question we had um you, you talked

1255
00:46:02,219 --> 00:46:04,228
about this a little actually, um as we were

1256
00:46:04,239 --> 00:46:06,849
talking about some of the workforce challenges, but um

1257
00:46:07,050 --> 00:46:09,099
how has Christian Brothers Automotive

1258
00:46:09,110 --> 00:46:11,559
used their digital workplace to address uh talent

1259
00:46:11,570 --> 00:46:12,090
retention?

1260
00:46:12,550 --> 00:46:14,769
Yeah, absolutely. That's a great question.

1261
00:46:14,978 --> 00:46:17,510
Um I think one thing is

1262
00:46:17,530 --> 00:46:18,070
our

1263
00:46:18,699 --> 00:46:20,760
hr knowledge base. I won't open it just

1264
00:46:20,769 --> 00:46:22,360
in case. Um But

1265
00:46:22,628 --> 00:46:24,958
all of the in recruiting as well.

1266
00:46:24,969 --> 00:46:27,079
So we're doing a lot of different things,

1267
00:46:27,090 --> 00:46:29,409
recruiting wise to get in front

1268
00:46:29,418 --> 00:46:31,699
of new technicians. And so we're doing different

1269
00:46:31,708 --> 00:46:34,059
tech school partnerships. We

1270
00:46:34,070 --> 00:46:36,110
uh launched $500,000

1271
00:46:36,119 --> 00:46:38,449
into a technician scholarship.

1272
00:46:38,519 --> 00:46:40,599
And so all of the things there that

1273
00:46:40,610 --> 00:46:42,619
they need to do to take advantage of that at their

1274
00:46:42,628 --> 00:46:44,985
local level is all housed under our recruiting

1275
00:46:44,994 --> 00:46:45,784
knowledge base.

1276
00:46:46,054 --> 00:46:48,144
Um And like we were talking about

1277
00:46:48,155 --> 00:46:50,503
with the L MS, the fly wheel, it links

1278
00:46:50,514 --> 00:46:52,844
out to all of the different things

1279
00:46:52,853 --> 00:46:55,184
that they're doing training wise

1280
00:46:55,195 --> 00:46:57,534
as far as retention and recruiting. And so

1281
00:46:57,875 --> 00:47:00,003
whether it's how to use smart recruiters,

1282
00:47:00,014 --> 00:47:02,684
which is our platform for job apps to

1283
00:47:02,695 --> 00:47:05,364
these are the ways that you can retain talent locally.

1284
00:47:05,875 --> 00:47:08,543
All of that stuff is being surfaced

1285
00:47:08,554 --> 00:47:10,043
to our guys um

1286
00:47:10,699 --> 00:47:12,760
via CB A connect and then it links out like

1287
00:47:12,769 --> 00:47:14,918
we were talking about to the different platforms.

1288
00:47:14,929 --> 00:47:17,000
So that, and I think also, like

1289
00:47:17,010 --> 00:47:19,378
we talked about with the Social Center, really

1290
00:47:19,389 --> 00:47:21,708
sharing the heart of the brand with the entire brand

1291
00:47:21,719 --> 00:47:23,800
and not just the corporate employees and not

1292
00:47:23,809 --> 00:47:26,219
just franchisees. I think that's one

1293
00:47:26,228 --> 00:47:28,550
way we really try to retain

1294
00:47:28,559 --> 00:47:30,938
them long term because it's not just home office

1295
00:47:30,949 --> 00:47:33,059
that's celebrating, it's not just us that's enjoying

1296
00:47:33,070 --> 00:47:35,188
the culture, it's everybody. And

1297
00:47:35,199 --> 00:47:35,869
so, yeah,

1298
00:47:36,329 --> 00:47:38,539
yeah. No, that makes a lot of sense. Thank you for that.

1299
00:47:38,550 --> 00:47:40,889
Um Last question, same idea

1300
00:47:40,898 --> 00:47:43,110
may be a different tack. Um We

1301
00:47:43,119 --> 00:47:45,300
mentioned your franchise model. Um You're widely

1302
00:47:45,309 --> 00:47:47,429
distributed across the US. Um

1303
00:47:47,438 --> 00:47:49,789
How do you use? And we've seen some aspects,

1304
00:47:49,800 --> 00:47:51,809
but I'll, I'll, I'll, I'll let you answer this one.

1305
00:47:52,148 --> 00:47:54,619
How do, how do you use uh CB

1306
00:47:54,628 --> 00:47:56,668
connect to um uh

1307
00:47:56,679 --> 00:47:58,269
to create a consistent brand?

1308
00:47:59,128 --> 00:48:00,869
Yeah, absolutely. I mean,

1309
00:48:01,570 --> 00:48:02,550
I think that

1310
00:48:02,889 --> 00:48:04,949
the heart of our brain, like I said is our mission.

1311
00:48:04,958 --> 00:48:07,360
And so I think surfacing stories of

1312
00:48:07,369 --> 00:48:09,559
us living out. That mission is one of the ways

1313
00:48:09,570 --> 00:48:11,949
we do this best. So we,

1314
00:48:11,958 --> 00:48:14,510
every quarter, I send out AC

1315
00:48:14,519 --> 00:48:16,869
B A Compass newsletter, which is just stories

1316
00:48:16,878 --> 00:48:19,349
from around the brand of how we're impacting our communities

1317
00:48:19,360 --> 00:48:20,909
and our teams. And so

1318
00:48:21,269 --> 00:48:23,530
whether that's a team recently

1319
00:48:23,539 --> 00:48:25,668
just gave away a vehicle to

1320
00:48:25,679 --> 00:48:27,958
um one of their G techs,

1321
00:48:27,969 --> 00:48:30,360
which is like the one that's just doing oil changes,

1322
00:48:30,369 --> 00:48:32,579
like the basic stuff. So he's young,

1323
00:48:32,590 --> 00:48:34,699
he was riding his bike to work every day.

1324
00:48:34,708 --> 00:48:37,300
The team came together, pulled their resources,

1325
00:48:37,309 --> 00:48:39,050
bought him a car. And so we

1326
00:48:39,478 --> 00:48:41,769
that we do a lot of um

1327
00:48:42,378 --> 00:48:44,610
community giving. And so we share those different

1328
00:48:44,619 --> 00:48:46,648
kinds of stories and that way when

1329
00:48:46,659 --> 00:48:48,800
people join the team for the first time or

1330
00:48:48,809 --> 00:48:50,918
they're just trying to get on CB A connect to see

1331
00:48:50,929 --> 00:48:51,579
what's new,

1332
00:48:52,030 --> 00:48:54,128
those stories are surfaced and they can kind

1333
00:48:54,139 --> 00:48:56,429
of see how the heart of the brand lives out across

1334
00:48:56,438 --> 00:48:57,148
the country.

1335
00:48:57,438 --> 00:48:59,579
And so I think that's really storytelling is

1336
00:48:59,590 --> 00:49:01,478
our, our biggest tool in doing that.

1337
00:49:02,148 --> 00:49:04,148
Excellent. No, that's wonderful answer. Thank

1338
00:49:04,159 --> 00:49:06,539
you. And, and yeah, really, really cool stories

1339
00:49:06,550 --> 00:49:09,010
to share and certainly can see how they contribute

1340
00:49:09,019 --> 00:49:10,409
to the overall brand identity.

1341
00:49:10,739 --> 00:49:13,619
Um I don't see any other questions.

1342
00:49:13,628 --> 00:49:16,378
Uh Folks do feel free to ask them. Um but

1343
00:49:16,389 --> 00:49:18,889
um I don't see any just now.

1344
00:49:19,300 --> 00:49:20,050
Um

1345
00:49:20,360 --> 00:49:22,378
So with that in mind, uh Paige, I did want

1346
00:49:22,389 --> 00:49:24,639
to thank you very much. Uh you and Christian

1347
00:49:24,648 --> 00:49:26,878
Brothers Automotive uh for, for coming

1348
00:49:26,889 --> 00:49:29,159
on and for uh presenting your knowledge

1349
00:49:29,168 --> 00:49:31,340
to us for jamming with me on some of these

1350
00:49:31,349 --> 00:49:33,898
uh industry trends and uh and outlook

1351
00:49:33,909 --> 00:49:36,128
and for sharing uh the goodness that is

1352
00:49:36,139 --> 00:49:38,728
uh CB AC B connect with us. Uh really

1353
00:49:38,739 --> 00:49:40,648
uh really appreciate your time and your effort.

1354
00:49:41,019 --> 00:49:43,159
Absolutely. Thank you for having me. It was

1355
00:49:43,168 --> 00:49:45,179
very fun to learn about the industry as

1356
00:49:45,188 --> 00:49:47,579
a whole. Um I don't think people think of automotive

1357
00:49:47,590 --> 00:49:49,668
as retail all the time, so it was fun to

1358
00:49:49,679 --> 00:49:51,199
be a part and I appreciate you having me.

1359
00:49:51,820 --> 00:49:53,878
Thank you. All right. Well, as I don't see

1360
00:49:53,889 --> 00:49:56,039
any other questions, uh, I will once again

1361
00:49:56,050 --> 00:49:58,519
thank everyone for attending. Uh, and,

1362
00:49:58,530 --> 00:50:00,539
uh, we will, uh, we'll have the recording

1363
00:50:00,550 --> 00:50:02,639
up on the, uh, on the website shortly for anyone

1364
00:50:02,648 --> 00:50:04,728
who wants to go back, maybe look at some touch points, things

1365
00:50:04,739 --> 00:50:06,789
like that. But otherwise thank you once

1366
00:50:06,800 --> 00:50:08,949
again for attending. Thank you to page to Christian Brothers

1367
00:50:08,958 --> 00:50:11,168
Automotive. Uh, and until we see you again,

1368
00:50:11,179 --> 00:50:13,389
folks take care and igloo on.