Connecting people through technology at British Gas

The Challenge:

British Gas were looking for a change in their current systems and were in need of a new mobile application that would bring together and engage employees across their 12 call centres. The app needed to provide employees with all the tools they need to do their jobs as well as all the latest training tools. British Gas required a company that could not only provide the technical expertise needed to build a mobile application but also provide the necessary training and communications to ensure their new solution was used effectively by employees.

The Solution:

WM Reply worked towards a tight deadline, delivering the solution in a short space of time. The app built provides them with a simple icon based navigation that allows for the call centre staff to have a complete overview of the programme of work and training tools available, improving productivity within the team. The solution also has a built in FAQ system to help increase the knowledge amongst employees at the call centre and share information between all of the British Gas locations.
To ensure employees were sufficiently trained on their new business solution, a breakout zone was built in each of the 12 call centres providing tablets and training on the new tool. WM Reply created the communications and training applications for the tablets, allowing employees to become more engaged into the programme of work.

The Results:

• Instant access to interactive training tools, including documents, videos and presentations.
• Interactive prototype of the new system to receive feedback from users.
• Analytics tool tracking user engagement and training completion.
• Interactive game leveraging gamification to increase the traffic and usage of the app.
• Social integration with Yammer for a two way communications channel between call centre staff and the project management team.
• Interactive map enabling for employees to keep track of training processes across five locations.