Improved customer experience
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Qualification finder tool
Phase 1
The challenge
NCFE needed help to develop a presence across all the digital platforms to:
- Ensure the company retained its excellent reputation, gained over 170 years in business
- Maintain its relevance in the global accreditation and approvals marketplace
- Be proactive in its support for accredited members.
Phase 2
The approach
We developed and built the NCFE website on the Umbraco CMS platform. The site hosts a number of business-critical processes, including the management of the company’s customer base.
We updated the qualification finder tool on the NCFE website, enhancing the user experience with a postcode finder to provide visitors with a more refined and effective search tool.
A visual overhaul of the site improved user interaction for the 2,000 member schools, colleges and training organisations and 340,000 learners across the UK who access information on the NCFE site.
We also reformatted and digitally transformed the site’s application processes, redesigning the large paper-based application forms and developing an intuitive, appealing online process that’s easy for users to follow.
Phase 3
The outcome
Using Umbraco’s CMS platform, we transformed NCFE’s business operations. The platform now provides the team with an enormous depth of online data and member intelligence – an invaluable resource for future business planning.
NCFE is now internally streamlined, which has increased productivity.
The new website has also dramatically reduced the number of hours needed to both manually check applications and audit trails, a significant benefit for this not-for-profit, charitable organisation.
Through this project, we have improved the quality of data that NCFE collects, both improving customer experience and increasing customer engagement as a result.
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