I think Clever Nelly is absolutely brilliant and amazing.
I believed that I was extremely knowledgeable and knew all there was to know in my area of the business. Nelly has taught me that I do not know everything and has made me start thinking about where my knowledge gaps are and what I can do the help myself learn.
I have also promoted Nelly to my team and used myself an an example to let them know that is OK to not know an answer and they will not be in any kind of trouble for getting it wrong.
They may have got it wrong this time, but they will learn and get it right in the future.
Debbie O'Donovan, Contact Centre Team Manager
GPS PE Pipe systems recently launched Nelly, an engaging application that helps to embed knowledge. Through continuous assessment, it provides us with insight which enables us to drive future business performance. Nelly launched in Customer Services on 20th June 2016., followed by the Sales team on the 4th July, and instantly she made an impact!
Every day Nelly asks team members to answer questions covering topics such as HR, Health & Safety, Planning, Marketing and Product Knowledge, as well as more specialist technical questions specific to each team members job. Nelly records each individual’s performance and learns which questions to ask to best support their development.
GPS identified the key to success was to ensure high engagement and GPS choose to do this with the support of an internal communication marketing strategy as well. This enabled buy-in straight away from the start.
Our objective of Nelly was to achieve an 80% engagement rate in the first month and we were super pleased to say we smashed that with the following achievements : GPS Overall Average Engagement 95%.
Feedback so far from employees is that it’s a good tool to have use of, easy to use and quite a fun way to learn. It certainly is now a conversation starter across the business as the competitive spirit of each team wanting to be top engagers and individuals who are aspiring to do their personal best.
GPS are proud to have partnered with Elephants Don’t Forget and look forward to a strong future together.
Sarah Tarplee, Customer Service Manager
In less than 6 months we have recorded a 34 seconds reduction in AHT across all aspects of our Customer Service.
This is around a 5% reduction in total for AHT. The most obvious reson for this is an across-the-board improvement in employee competence meaning that we have far fewer escalations than pre-Nelly and less complaints / repeat calls that inevitably take longer to deal with.
Given the way that Nelly works and the fact that she takes a few months to truly understand what our people know and don’t know, we are expecting this trend to continue and to bring further operational improvements.
Darren Jeffery, Head of Operations
77% of managers say Nelly has helped us deliver better outcomes.
“I believe that Nelly has generally driven a positive knowledge increase within my area and across the business.”