How NICEIC training helped Enerveo deliver 'a great customer journey'

Enerveo is a multi-disciplinary contracting business with the skills and expertise to deliver complex projects in the most challenging environments.

Photo of Debbie Shields
Debbie Shields | Communications Manager
The client
Enerveo is a multi-disciplinary contracting business with the skills and expertise to deliver complex projects in the most challenging environments.
From managing over 1 million street lights to rolling out EV charging points nationwide, Enerveo has a vital role to play in connecting, sustaining and renewing critical infrastructure in the UK and Ireland.

The challenge
It is essential that the customer experience lives up to the company’s high standards of technical expertise, a fact which the team at Enerveo has firmly in their sights.
Recently, Enerveo took an in-depth look at their customer journey, paying particular attention to the level of service customers received via their helpline and field operations. While the findings were good, they identified areas where additional training would be beneficial.
“The technical know-how was sound, all of our people know their stuff. However, service levels varied when it came to having the confidence to deliver and translate complex technical information consistently.
“Our teams are also split between office and field-based operations, and we felt there was a need to ensure they were communicating better.
“Another big part of what we do involves investigating. To provide the best possible results to our customers, we need to thoroughly understand their issues which are often complex and unique. To unearth the facts, sometimes we need to probe deeper, and this type of questioning requires a specialised skill set.”

“ As one of the best-respected businesses in our industry, we are constantly looking for ways to raise the bar across all areas.”
Enerveo Chichester
Branch Manager

The solution
Having identified areas for improvement, Enerveo set about finding a training provider to help.
“We looked at various companies offering customer service-related courses but quickly realised generic training was not what we needed.
“Our people were already great, meaning they had the knowledge and understood the discipline. What we needed was bespoke help from a training provider with industry expertise and experience.
“Very quickly, our thoughts turned to NICEIC. Having been certified by NICEIC for many years, we were aware of their expertise and the exceptional service they delivered. Having also attended many of their training courses on technical topics, we were also confident of their capabilities as a training provider.
After initial discussions to understand Enerveo’s needs, NICEIC’s training team set about developing a bespoke training course.
When delivered, it would enable team members from across the business to look at the bigger picture regarding the customer journey. Beginning with the initial phone call, following the customer right through to the sign-off of the project.
“The process of designing the course was extremely straightforward.
We simply outlined our challenges, and NICEIC did the rest.”

“ Right from the start, we were confident we were in the right hands. The team at NICEIC understood the complexity of the issue not through theory but through experience - they lived and breathed this stuff daily.”
Enerveo Chichester
Branch

The results
The one-day training course was delivered locally on-site by NICEIC’s expert tutor.
Enerveo’s Chichester Branch Manager continued, “The delivery, content and course materials were excellent, a fact which was reflected in the feedback.
“The insight and techniques shared were brought to life by real-life examples that could only be given by someone in an associated industry. Professional yet relatable, the solution worked for us and our people who made comments such as;
  • Every training session should be like this!
  • Overall a really good day. We took away some good business actions and learnings from the session - looking forward to rolling out to the others in the depot!
  • Highly recommend this course!

“If you operate in the built environment and are looking for a training solution tailored to you, we recommend getting in touch with the NICEIC today.”


For more details on Enerveo, please visit www.enerveo.com


To learn more about our bespoke training portfolio please email
traininginfo@niceic.com