한국어 
日本語 
English 
Background
Approximately 2,500 field service staff were dispersed nationwide, with only one-way information flow from HQ. Exceptional service examples went unshared, mandatory training had weak connections to actual service quality, and back-office staff had even fewer recognition opportunities.
Solution
A peer recognition board was combined with an employee-of-the-month program. Customer review-based staff selection, peer recognition messages, and back-office recognition programs were unified so that service training and recognition culture operated in the same space.
Results
Over 200 monthly recognition posts transformed one-way HQ communication into bidirectional engagement. Service training consumption occurred naturally alongside social activity, with back-office staff participation notably increasing. The learning platform expanded into an employee experience platform where non-training content also drove visits.
Insight
A core principle confirmed in the whitepaper: to onboard tens of thousands of non-desk workers, the entry point must be "communication," not "training." Reasons to open the app — being praised, reading colleagues' stories — must come first for training content to be consumed naturally. For the first two weeks, administrators must personally seed the content.
