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B2B Customer Portal for the UK

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Weaveability creates an intuitive portal to improve Certsure’s customer interactions.

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.

We had previously provided Certsure with both B2B and B2C ecommerce solutions that enabled the purchase of test equipment, technical publications and workwear from their NICEIC and ELECSA online shops. We were subsequently invited to develop branded B2B customer portals that would simplify and streamline the management of account details, assessment visits, supporting documentation and other services.

 

 

The Challenge

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.

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The Solution

Weaveability delivered a tailored solution based on its flagship SAP certified Omnia product suite. Seamlessly implemented within Certsure’s existing SAP system and incorporating all the relevant master data, Omnia provided Certsure with a real-time, omni-channel platform.

The structure and appearance of the two portals was managed by Weaveability’s creative design team focused on establishing an engaging and easy-to-navigate responsive user interface.

Introduction of the B2B customer portals provided a centralised location from which to access a wealth of resources and helpful information that was previously disparate and difficult to find. There are also quick links from the dashboard to alerts, account management, technical support, marketing kit and help pages.Anyone seeking technical support can click into an online library of resources including technical guides and articles, wiring regulations, industry standards and magazines. A distinct advantage is that contractors can immediately view technical documents, publications and regulations that are relevant to them. Assets are tagged and paired with the user’s log-in data, so they only see what they need, rather than having to laboriously search through numerous unrelated files.

The Outcome

The launch of the updated portals has been welcomed by customers, who can now access important details on a 24/7 basis without spending excessive time contacting Certsure’s customer service staff.

Jon Brooks, of Weaveability said: “We’re proud of the seamless way in which our Omnia solution has been adopted by Certsure and it is clearly making a difference in the way the organisation manages interactions with its customer base. Due to the way we have developed Omnia from the ground up as a SAP-centric solution, it benefits from all of Certsure’s existing SAP enterprise security, stability and performance. Omnia requires zero integration, reduces reliance on IT, relieves pressure on infrastructure and empowers customer facing teams to focus on delivering outstanding, value-adding services.”

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