Note: Bigtincan was merged with Showpad in 2025. References to Bigtincan in this success story reflect the platform’s impact prior to the merger.
THE CHALLENGE
Fragmented tools created more work for field teams — not less
Fabletics’ corporate and field teams were operating in different worlds. Associates juggled one platform for communication and another for training, making it difficult for managers to know whether their teams received the right information at the right time — or completed their trainings at all.
“Prior to Bigtincan (now Showpad), we were trying to leverage the tools that we were using at a corporate level,” explains Kat Dela Cruz Paulk, Vice President of Retail Operations and Training. “Corporate information and communication is so different from having to communicate with the hundred plus stores and over 1,300 employees in the field.”
When associates did go looking for information, outdated files made it worse. “The biggest challenge for us was all of the older files that were shared and uploaded,” says Taylor Searing, California Regional Director. “There were 50 different files of things that had been uploaded. Our team had to dig through information, which takes time.”
The fragmented setup wasn’t just inefficient — it left associates underprepared on the sales floor.
THE SOLUTION
One platform for communication, training, and in-store excellence
We spoke to Dela Cruz Paulk, Senior Retail Training Specialist Nia Wachuku, and Searing about their experience with Bigtincan. Here’s what they had to say, in their own words:
Bringing communication and training under one roof
“It allowed us to integrate training and communication into one platform so that they didn’t need to go to multiple sources of information,” says Dela Cruz Paulk. “It’s a one-stop shop and our field leader team and also our store managers are able to assign information and training to their team should they see any opportunities anywhere in the in-store experience.”
“Now, everything new is at the top,” adds Searing. “If people are viewing it, you see it, it gets moved to the top and so our team can really get the information that they need in one click.”
Built for the sales floor
“We use mobile devices so associates can be looking at it while they’re on their shift,” says Searing. “They don’t have to go to a computer, they don’t have to go to an iPad. I have it on my cell phone personally, so if I need something I’m quick to pull it up on the sales floor. It’s really, really just easy.”
Visibility into training completion and engagement
“From the learning platform as well as our intranet, we have visibility into who is looking at the material,” says Wachuku. “We have measurable tracking so that we understand when we assign training whether it’s being completed within the time that’s required. And ultimately we are creating a more robust platform for information for our growing fleet.”
AI that saves time and scales globally
“We love Authoring AI,” says Dela Cruz Paulk. “We are actually rolling it out internationally and opening stores across the globe with partners. This tool has allowed us to translate up to 30 languages. We can create narration with AI voices and even customize them with our own voices so that when our team is consuming the information, there’s a very familiar voice with it.”
Search powered by AI has also cut down time associates spend looking for answers. “They can simply ask it in the search bar and it’ll return all of the relevant information,” says Dela Cruz Paulk. “That helps to reduce time in searching so that they can really spend their time communicating one-on-one with our customers on the sales floor.”
“Our overall performance, revenue, and conversions have been steady and growing because of the ability for us to train our teams consistently and show them what our expectation is for what that in-store experience should look like.”
Kat Dela Cruz Paulk
VP of Retail Operations and Training at Fabletics
THE IMPACT
Stronger results on the floor, less busywork behind the scenes
Within months of rollout, Fabletics saw measurable improvements across the board. Training completion became trackable, communication to 1,300+ associates now takes minutes instead of being uncertain, and associates are better prepared to serve customers.
“We are really seeing a lot of high segment successes, which in turn leads to revenue,” says Searing. “With this application, the trainings have really led to those results. Seeing that they’re digesting the product knowledge, seeing that they’re really taking in all the information — the results are showing the data, showing that it’s working.”
“Our overall performance, revenue, and conversions have been steady and growing because of the ability for us to train our teams consistently and show them what our expectation is for what that in-store experience should look like,” adds Dela Cruz Paulk.
The platform also reduced workload for the training team itself. “I create training on a weekly basis,” says Wachuku. “The amount of time that it takes me to upload and package that training for the field has significantly reduced, as well as my ability to communicate to our retail associates within one minute with any information that I need to drive their business goals.”
And the impact has caught attention beyond retail. “Actually outside of retail, a lot of our teams have noticed that we’ve been really innovating on communication and training,” says Dela Cruz Paulk. “They are actually wanting to also join us on this platform, which I would say is a huge testament to how impactful Bigtincan has been.”