Balfour Beatty Utility Solutions

Introduction

Balfour Beatty Utility Solutions are responsible for laying gas and water pipes.

Their projects are often in the public eye and because they may cause varying degrees of disruption, communication and customer experience can be challenging areas to get right.

The Challenge

Balfour Beatty understood that a key differentiator for them is customer experience and that “getting it right” could create a much-improved relationship with their customers and members of the public.

They approached AKD Solutions and we have been working with them for the last 4 years to design, develop and implement a number of solutions.

What We Did

Our first project with them was to produce a Customized Plus version of our Interactive Training Tool “Enhancing Customer Experience”.

This proved to be a highly effective for them and to date, has been used with over 5000 staff.

Although “Enhancing Customer Experience” was both popular and successful, we subsequently received feedback that certain sections of the organisation needed a variation that was could be applied in a more time efficient way. The number of projects Balfour Beatty were handling was ramping up and they needed a version that could be applied more easily across multiple participants.

Our solution was inspired by one of the team playing the app “Temple Run”. We presented a concept to Balfour Beatty of a customer experience training app based on a game. It immediately inspired them and they asked us to develop it for them.

Outcomes

The Customised Plus version of our “Enhancing Customer Experience” Interactive Training Tool has been a resounding success for Balfour Beatty.

The evidence for this was demonstrated at the 2014 UK Customer Service Training Awards, where the Enhancing Customer Experience version created specifically for Balfour Beatty won Training Aid of the Year and Operational Training Programme of the Year.

 

To discover more about our Made to Measure interactive training solutions and how we can help you stimulate brilliance in your people, click here. You can also call us on +44 (0)845 519 3839 to arrange an initial consultation.