The portal has allowed us to keep our customers up-to-date with downloadable documents which help them to prepare for assessment visits and industry news articles. Its mobile friendly design enables contractors to access valuable technical information while on site, at the touch of a button. Feedback has been extremely positive both from our customers and staff. We have been able to modernise the way in which we work as an organisation. We can now allow our customers to self-serve at a time that is convenient for them. In our industry this is a great benefit as our contractors are out on site during core business hours and catch up on administrative tasks in the evenings.
Employees: 332
Turnover: £44 M
Certsure provides professional services and certification to over 36,000 contractors across the building services sector. Founded in 2013, it grew from a partnership between the Electrical Safety Council (ESC) and Electrical Contractors’ Association (ECA). It operates the NICEIC and ELECSA brands. NICEIC is the UK’s leading voluntary regulatory body for the electrical contracting industry and has been assessing the competence of electricians for over 60 years.
Challenges and Benefits
Challenges
- Manual processes involving high volumes of phone calls and paperwork
- Increased administrative tasks
- Delayed responsiveness and flow of information
- Strain on internal resources
Benefits
- Intuitive and engaging user experience led portal
- Implemented within existing SAP system
- Real-time online dashboard
- Centralised location from which to access a wealth of resources
- Reduced administrative tasks
- Simplified central hub for contractors
Solution
- it.mx customer portal
Creating an intuitive portal to improve Certsure’s customer interactions with it.mx customer portal
Improving Customer Interactions
We had previously provided Certsure with ecommerce solutions that enabled the purchase of test equipment, technical publications and work wear from their NICEIC and ELECSA online shops. We were subsequently invited to develop a branded B2B customer portal that would simplify and streamline the management of account details, assessment visits, supporting documentation and other services.
The way Certsure interacted with its customers was an entirely manual process involving high volumes of phone calls and paperwork. Contractors seeking to organise assessment visits and manage account details were devoting time away from their core business to make arrangements with Certsure’s main bodies, NICEIC and ELECSA. This equally placed pressure on Certsure’s own staff who faced high demand for the processing and updating of contractor account details and documentation.
Certsure was seeking a more efficient means by which to manage customer interactions. The aim was to improve responsiveness, modernise the flow of information, keep customers better informed, reduce strain on internal resources and raise the overall standard of customer service.