Quanta


Clients benefitting from real time course availability and booking information

Quanta are the pioneering IT training company behind ThirdBrain, the very latest in learning and development thinking. Through their experience of teaching Personal Development and observing learning behaviours, Quanta recognised a significant disconnect in the learner between knowing what should be done and actually doing it. They call this the ThirdBrain problem. ThirdBrain bridges that troublesome gap between knowledge (left brain) and behaviour (right brain).

Overview

Quanta are the pioneering IT training company behind ThirdBrain, the very latest in learning and development thinking. Through their experience of teaching Personal Development and observing learning behaviours, Quanta recognised a significant disconnect in the learner between knowing what should be done and actually doing it. They call this the ThirdBrain problem. ThirdBrain bridges that troublesome gap between knowledge (left brain) and behaviour (right brain).

Donna White-Bower, Project Manager, explains their ethos. “It’s not enough to simply equip our clients with skills and knowledge to increase their technical competence. We are committed to improving performance and personal effectiveness of individuals. Our training enables the success of projects, departments and organisations through education and training. A good training administration system enables us to successfully manage our training projects!”

The Client

Quanta was established in 1991 as a technical training company focusing primarily on UNIX systems, employing just one person. They now operate from a grade two listed building with dedicated training centre, serving an impressive list of clients such as: Oxford University, BBC, MOD, Capita IT Services, Computa Centre, Lloyds TSB and HP.

Quanta are regularly audited by APMG, APM and BCS and have to be accredited for certain courses, and trainers. This gives their customers confidence in their service, and requires careful management.

Core Training Areas

The three core offerings are:

  • Personal Development Programmes: Including management, communications and leadership
  • IT Training: including project and programme management, IT service management, technical IT
  • Professional Services: including technical implementations and best practice methodology.

The Business Requirement

Quanta were one of Enterprise Study’s first customers, almost 10 years ago, so have long been aware of the benefits of using an LMS to support their training delivery business.

The original requirement was to enable delegates to book online with visibility of real time information about course availability.


"Before implementing ES, customers would refer to a static website for information, and then telephone to make a booking. Apart from being a bit long winded, the static nature of the website meant the information could be out of date, so when the customer phoned to book, we would have to start from the beginning."
Donna White-Bower, Project Manager


The Solution

ES was fairly new to the market at the time, and the team worked with Quanta to understand their business processes and develop the product alongside their needs.

Bookings Management

Clients benefit from real time availability and booking information, with the facility to self-book or to have their account manager book them on a course. Donna explains, “80% of bookings are done in house by sales people on behalf of the clients. Once booked onto the system, an automated email is sent to the client for the purchase order and the automated communications process is instigated.” Clients who like to book directly, without going through their account manager, like the functionality and speed of searching for and booking directly.

Customer Relationship Management

Once the booking has been made, pre-course reading can be communicated, reminders are automated and the delegate’s journey can be tracked and managed through to evaluations. Quanta use the system to keep track of which delegates have done which courses, and what courses they may need to do next. This information is used to manage the customer relationship, target marketing communication more strategically and proactively manage the sales opportunity pipeline.

Automated Workflow

Automated workflows and authorisation is used to manage discounts. The sales team can seek authorisation through the system to offer additional discounts to clients, before sending a quote to a client. This allows flexibility within a managed framework.

Resource & Diary Management

Quanta use the system to manage trainer resources, materials and equipment as well as rooms, to ensure accurate planning of resources and to avoid any double booking errors. Donna and her team also find the calendar functionality invaluable. “The trainers’ diary used to be done on a white board and mistakes could happen.”

Commercial Manager

Further enhancing customer loyalty and relationship management, ES Commercial Manager enables Quanta to create client portals, or a uniquely branded ‘light’ LMS for each client. The client accesses their LMS through their branded portal.

The Results

ES has delivered tangible benefits to Quanta:

  • Significant reductions in administrative time & costs
  • Better sales opportunity management
  • Customer loyalty

The team at Quanta has enjoyed the significant reduction in administrative time that ES has delivered. From an operations point of view, ES reduces so much admin work. Automated processes and communications not only reduce the workload but also ensure greater accuracy which has a direct positive effect on customer value.


"We aim to make the customer journey as smooth as possible, so having the confidence that the information the customer receives is accurate and up to date, in real time, has real value to the business."


Quanta offer clients the option to purchase training days that can be called off when required. Buying training days in but at a set rate is the most cost effective way for clients to buy training as they benefit from a cheaper day rate the more they buy. ES enables the team to keep track of client usage of these training days and is a great tool for improving customer ‘stickiness’.

Beyond the efficiencies the business has enjoyed, the ability ES provides to record and track delegate history enables Quanta to manage their opportunity pipeline and market more strategically to their customer base to ensure continued long term success.