I’ve recently celebrated my big 8th birthday with ES – It’s hard to believe how the company has changed and transformed in this time, to see so many clients are still with us from when I first started, with many still around since inception.
Over this time I’ve seen the demands and requirements of our clients change massively, keeping engaged and talking to clients is paramount to ensure the technology is aligned to their direction ensuring we continue to support their future growth.
Although each client is different, I now and again, meet a client who are truly unique, their expectations are high and they have clear well documented outputs – this was the case 3 years ago with Scottish Power.
Scottish Power wanted to make it super easy for their key business partners to engage, book and manage their own training procurement, certifying thousands of contractors was a heavy administrative overhead, their partners wanted greater control otherwise the skills shortage in the energy sector would almost certainly have an impact on business growth.
ES provided Scottish Power with a modern, easy to use self-service platform allowing contractors to have their own user access, this meant that ‘booking agents’ were able to set up, book and manage their own staff.
Customers can login, navigate to courses and see real time availability of course dates, locations and pricing…
It also allows Scottish Power customers to create their own delegates, resend Joining instructions and cancel and transfer individuals.
Automated confirmation emails, Joining instructions and online evaluations can be completed, saving valuable internal admin time and putting the customer at the heart of the booking process.
Clients also have the ability to run reports, again, eliminating the need for the administration team to get involved, displaying real-time data and financial spend.
- Scottish Power team feel more engaged with customers.
- Booking volume has increased and the admin team headcount have remained the same.
- Greater customer reporting capability.
- Customers now have the ability to control and manage their own bookings minimising Scottish Power support.
Continually challenging processes and efficiency has made this job so interesting over the last 8 years. ES is already working on a bigger project with Scottish Power and the relationship as a whole is flourishing. The great client base we have has meant that the last 8 years have felt more like 1!
The Full Scottish Power Case Study can be found here…
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