Case Study: Tesco achieves improved grocery home delivery customer experience with Kallidus

Improving Customer Experience of Grocery home Shopping For Tesco

Kallidus worked with Tesco to improve the customer experience of grocery home shopping for more than 20,000 Customer Delivery Drivers. Tesco wanted an engaging, scalable way to support classroom training, lift service standards and help boost retention across a highly diverse workforce with varying language, digital and people skills.

Kallidus delivered a 30‑minute interactive game featuring 30 3D characters, five routes with real-world scenarios (educational and humorous versions) and practical interactions like safe handling, presentation and customer problem‑solving. Built on the Kallidus Learning Platform with a Firebase back end and distributed via enterprise channels and public app stores, the solution included admin reporting and a seasonal Christmas version — voluntary uptake delivered 2,000+ learner hours in December and earned strongly positive driver feedback.

Tesco