BPP case study
The Client
A leading Global provider of professional education for over 45 years. Educating over 58,000 learners each year and working with 7,000 businesses across industry.
Producing learning materials that are used in 145 countries across the globe, BPP’s Customer Experience team’s aim is to deliver the best customer experience possible to all students throughout their journey with us.
The Challenge
To communicate with their huge student body in an effective and timely manner, creating engaging content that will support service users during their time with the university, from before starting their studies through to graduation.
It was important to think strategically about which demographic of students are affected by each message, how it would affect them and how best to communicate with either a specific group or the entire student population.
The demographic groups range from domestic students, for example aspiring lawyers, with a high level of English competency, to international students who may require more empathy and our message needs to be clear and concise.
Key Requirements
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Promotion of self-serve
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Reduce contact with our service centre
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Visually enhance the student on-boarding processes
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Tailor messaging strategy to specific target audiences
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Consider message accessibility e.g., hearing impairment
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Convey clear guidance on university policies and procedures
"Premier CX has been nothing but professional, efficient and supportive throughout their time working with us at BPP."
The Solution
BPP had a large amount of written comms sent to their student body, especially new students, which included processes for using their portal, registration, visa requirements for international students and other complex procedural, technical information.
Our solution was to change these text heavy instructions into a series of succinct, on-brand, easy to follow videos, featuring subtitles and visual guidance that could be watched multiple times, empowering the students to self-serve where possible.
Additional benefits of the videos include reducing call volumes and assisting students with a smoother start with the university.
The Results
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30,000 views of one video within one month
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600 views of assessments results topics in two weeks
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A suite of videos saving employees time and energy, explaining the most common policies and procedures
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More accessible communication with students that experience hearing impairment, through visual communication/subtitles
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Positive feedback from all teams throughout the business
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Various areas of the business experiencing a positive impact and requesting additional videos relating
to their procedures
“Premier CX has been nothing but professional, efficient and supportive throughout their time working with us at BPP.
They are fantastic at understanding your needs and providing potential resolutions when needed.
Thank you to Liz and Jo, that have made the transition to working with Premier CX an easy and enjoyable experience, both are great professionals and great people.”
Patrick Stephenson - Student Communications Manager
