Learning Pool - Front-Line Customer Service Team of the Year
Company: Learning Pool, Londonderry, United Kingdom
Company Description: At Learning Pool, we help clients deliver exceptional performance with pioneering online learning platforms, creative content and powerful analytics. We are a full-service online training provider, offering courses, tools, and content creation to over 800 organizations and 3.5 million learners around the world. Our team has grown to 200 colleagues across 6 offices worldwide.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Business Services Industries
Nomination Title: Learning Pool – Customer First, Customer-centric
Launched in 2006, Learning Pool (LP) is a full-service online training provider for over 1,100 organizations and 5.1 million learners, spanning 30 countries and 42 languages. LP’s service offering – encompassing learning courses, platforms, analytics and custom content development services – has achieved an extraordinary 98% average customer recommendation rate over the last decade. As a result, LP has grown from five staff (servicing the UK public sector) to an e-learning industry leader, now with over 400 people in nine offices (UK and US) following the recent acquisition of New York-based True Office Learning.
Our ultimate objective is to ensure first-rate customer service and satisfaction via a collaborative, relationship-based approach that fosters outstanding long-term results.
LP’s Customer teams – Customer Engagement (relationships and development) and Customer Success (support and problem-solving) – are made up of individuals who are passionate about delivering customer satisfaction. LP customers are further supported via:
A dedicated Account Manager.
Unlimited email and phone support (including end-user support).
Training support.
Technical and marketing support.
Seamless HR system integration.
Since July-2019, our customer teams have increased by 20 new members, onboarding (5 customer success consultants, 4 team leads and 11 agents). (Appendix-1.)
Our customers expect successful launches, exceptional long-term results and sector-leading satisfaction, and this is precisely what Learning Pool delivers.
Since July-2019, we’ve seen our two Customer Service teams achieve:
1. US expansion
Three major acquisitions – H2Labs (renowned forpioneeringtech), Remote Learner (Colorado-based LMS specialist) and True Office Learning (NY- based adaptive compliance tech firm) – have seen LP rapidly expand into the US market, realizing:
124 new US clients – including Facebook and Amazon (From 1st July 2019 to date).
53 US-based staff with customer roles included.
21% growth, versus 9% target (2020/2021).
With this rapid expansion, we’ve extended our customer contact hours and implemented a new phone number to reduce customer-usage costs during lockdowns.
2. Customer-centrism
Being at ‘the heart of everything we do’, our customers uniquely shape our vision, via an unparalleled customer experience, delivered by more than 300 expert colleagues based in the UK and USA, working collaboratively to deliver each customer’s learning and development objectives.
3. Outstanding commercial performance
Our customer-centric strategy has delivered:
21% growth vs. 9% target (2020/2021).
98% CSAT (same as previous years).
30+ award wins (Appendix-2).
99.6% NET retention rate of all contacts, YOY.
Average order value growth from £18k (2019) to £20.4k (2021).
Our commercial performance has helped us increase customer count to over 1,100 organizations and 5.1 million learners, speaking 42 languages, in 30 countries and increase our overall revenues by 21% in our last fiscal year.
1. Bespoke service approach
Every LP customer receives the following uniquely tailored service:
Dedicated learning consultant – regardless of size/spend.
Unlimited email/phone support – handled in-house.
Flexible coaching.
Free setup/configuration.
Tailored onsite inductions.
LP Academy – training resource repository enabling customers to engage with us, and among themselves.
2. Continued support
As Covid-19 continues to affect our clients and potential customers, we’ve remained a source of support, both internally and externally. For example, we’ve supported our partners with:
A unique, free 90-day access to ‘Future of Work’ library of resources to aid wellbeing and return to work (appendix-3).
A newsletter of tips for maximizing existing products and services (rather than trying to sell more to them).
Webinars of how-to guides for switching from face-to-face to digital sessions using existing tools.
3. Customer-based ROI
Anyone can earn plaudits for ‘big bang’ implementations. In contrast, our collaborative, relationship-based approach has enabled us to achieve outstanding long-term results and satisfaction, as evidenced by a 200+ increase in our customer base and a 21% boost in our overall revenues within our last fiscal year. It is also worth noting that much of this commercial performance has been achieved against the backdrop of Covid-19.
Our story proves it is possible to keep both customers and the business happy. Via a truly customer-centric strategy – proudly delivered by all our ever-developing colleagues – we offer affordable solutions, which achieve customer delight (Appendix-4) and ultimately produce rapid growth.
Appendix-1:
Our Customer team – meet our core teams and their roles.
Appendix-2:
In the last 24-months, we have seen amazing success for our business, our team and our work with clients. Over 30 awards which include –
Brandon Hall Excellence in Human Capital Award 2021 - Best Advance in Learning Technology Implementation – Gold.
Brandon Hall Excellence in Technology Award 2021:
Best Advance in Technology Innovation for the Remote Workforce – Silver.
Best Advance in Business Strategy and Technology Innovation – Silver.
Stevie Awards for Sales and Customer Service 2021 – Gold.
Gold Level Investors in People (for the third year running).
CSR World Leader at International CSR Awards, plus Gold awards for Family Commitment and Leadership.
These endorsements would mean nothing to us without developing our team, our culture and our environment.
Appendix-3:
Future of Work
Appendix-4 -Testimonials:
Through helping customers to make a success of implementation and delivering excellent customer support via coaching and regular meetings, we excel in customer satisfaction.
Some excerpts of the attached testimonials include:
“We couldn’t speak highly enough of Learning Pool and the level of support that we have received from them.”
“Working with Learning Pool has been a refreshing and positive experience.”
“We have a fantastic working relationship with our Learning Consultant to continually improve our systems and offering.”
“One thing that makes Learning Pool distinctly different from other companies that we work with is having a single point of contact with a Learning Specialist.”