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Case Studies >
UK Trade & Investment
UK Trade & Investment
The Challenge
UK Trade & Investment (UKTI) is the Government organisation that
supports companies in the UK doing business internationally and
overseas enterprises seeking to set up or expand in the UK. The
Passport scheme is UKTI’s flagship programme for new and inexperienced
exporters. It provides the training, planning and ongoing support
needed to begin a successful export operation.
UKTI required a Customer Relationship Management (CRM) Tool to help
manage this scheme and drive the overall process. This CRM Tool needed
to be made accessible to all registered Users from anywhere around the
country.
UKTI Head Office would also require reports to be produced on an
ongoing basis. These reports would need to provide an overview of the
ongoing status of all the Small and Medium sized Enterprises (SMEs)
going through the Passport scheme across all the UK regions.
The Solution
Following competitive tender, we were selected to design the online
software to manage the Passport Accreditation scheme (PAS), with the
remit of measuring and evaluating the performance of export services
from the Government’s business support agencies.
We developed the required online CRM Tool to be accessible by
designated Users primarily across the UK. These Users were able to
administer SME records within their regions, fulfilling the
requirements of the Passport scheme. Additional User levels were
created for administrative personnel at UKTI Head Office to view
'Real-Time' reports showing the status and progress of each SME. These
reports were able to provide essential information about the SME
Industry Sectors, the overseas markets being targeted and the amount
of time the International Trade Advisors (ITAs) were spending on each
project.
As the requirements for the Passport scheme changed, so did the CRM
Tool. Access was provided for nominated contacts at British Embassies
around the world. These contacts were able to gain pertinent
information about SMEs travelling to their region and provide feedback
on how their particular market was developing.
The Result
Since its launch in 2002, the PAS software has evolved into a
sophisticated web based monitoring system for ensuring the effective
delivery and management of the Passport programme. This tool that is
used by all nine UK Regions and Overseas Trade Posts creating a
worldwide online community. The comprehensive live statistics module
is utilised at Ministerial level and provides the source data for
official reports regarding the growth of UK exports.
Assessment
“We have found Sixth Sense ESP to be flexible, responsive and
highly professional in dealing with the many changes that have been
required at short notice; often incorporating small changes without
charge. We have also valued their initiative in making suggestions for
improvements in the system, which have led to additional benefits to
users in the form of ease of use and more comprehensive management
information. Their cheerful contributions show not only an in-depth
knowledge of the Passport process but also an understanding of the
aspirations.
The commitment of its people, an ability to work under pressure
(and budget) and the ability to respond to tight timescales has helped
to smooth the transition from an awkward paper-based system to a
world-class web enabled solution which has dramatically reduced the
time and cost to produce management information on UKTI’s performance
in delivering export advice to SMEs.
We would not hesitate in recommending the services of Sixth Sense.”
Paul Jenkins, Project Manager - UK Trade & Investment
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