Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
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CASE STUDY
Finding a learning
partner that fits
your business
and its culture
Case Study – 2019
learning is changing
Finding a learning partner that fits your CASE STUDY
business and its culture
Creating a company culture has products and excellent customer
become increasingly important in service. In recognising the importance
recent years, but it can be difficult to of developing its people – employing
protect that environment when you as many as 14,000 people in
begin outsourcing certain business cross-generational teams – the
objectives. With extensive experience company launched a new digital
in the learning industry, Hemsley learning strategy and created six
Fraser understand the impact and ‘academies’ covering management,
effect of creating partnerships with sales, business, technical, personal
their clients that go beyond the and professional, and service and a
traditional relationships offered by range of other categories.
many managed learning services
providers.
Endeavouring to become a trusted
partner to each organisation they
work with, Hemsley Fraser’s work
Supporting a New Digital Strategy
with Virgin Media acts as a prime for Virgin Media
example of how they are able to
nurture relationships, from taking on While Virgin Media’s initial requirement did not include
the responsibilities of an incumbent digital content, Hemsley Fraser were able to showcase
provider to gaining the trust and
their unique and innovative offering throughout the
status that allows them to bring ideas
and potential new partnerships that tender process, and as a result the scope of the contract
support strategic objectives and that was then awarded included a comprehensive
future plans. library of digital learning assets. The organisations
began working together in September 2016 and the
Virgin Media is a dynamic challenger initial relationship with Virgin Media started as a fairly
brand which prides itself on transactional one.
delivering value, high quality
As part of a transformational learning and development
model, Virgin Media wanted on-demand content that was
accessible at any time, from any device. Hemsley Fraser’s
digital library of self-directed digital assets was chosen
because it offers learning experiences that excite and
engage learners and help them to embed their learning.
“ Virgin Media have saved 25 per cent on
their external spend in the first two years of
”
their partnership with Hemsley Fraser.
Case Study – 2019
CASE STUDY
Finding a learning partner that fits your
business and its culture (cont.)
Since Hemsley Fraser and Virgin two years of their partnership with
Media began working together, more Hemsley Fraser, whilst also increasing
than two years of work has gone into the occupancy of their learning
stabilising the affiliation between sessions by eight per cent. Despite
the organisations and building not originally planning to outsource
relationships across both businesses. their 7,000 internal training events,
An Annual Strategic Review took place Virgin Media’s subsequent decision to
in January 2019 looking back over do so paid dividends – they witnessed
the contract to date and the results a 35 per cent increase in delegates
achieved by the collaborative nature of being trained on internal events and
the partnership are impressive. redeployed a number of employees
into other vacant roles, making
Virgin Media have saved 25 per cent savings that equated to eight full-time
on their external spend in the first equivalents.
Joanne Casson – Executive Client Partner
Joanne Casson has worked in various roles at Hemsley Fraser for more
than 20 years. In her current role as Executive Client Partner, Joanne
is responsible for the management of the relationship with Virgin Media
and she explained how the partnership between the two organisations has
been patiently developed:
“ The first couple of years were focused on getting the service stabilised and delivering
effectively so that we have firm foundations to build on. We took over from an incumbent
learning services provider and our initial plan was to support Virgin Media with reliable data that
would enable learning and development to have a more strategic role in the business. They didn’t
previously have good visibility of their spend and didn’t have access to key metrics around their
learning, which we have been able to give them. So far, we feel we have ticked all the boxes the
”
client was looking for, which allows us now to look ahead with a more strategic focus. We feel we
have gained their trust over time and there is a lot of synergy between our two organisations.
“ Virgin Media witnessed a 35 per cent increase
in delegates being trained on internal events.
” Case Study – 2019
CASE STUDY
A living and breathing relationship
At the outset, Hemsley Fraser’s first “Our relationship with Virgin Media has
objective was to implement an now got to the point where it is mature
interim service. Doing this enabled – the day-to-day service is efficient and
Virgin Media to switch off from runs like a well-oiled machine. They are
their old provider and rapidly get open and honest with us, which means
up-and-running with a like-for-like we can have meaningful conversations
arrangement with Hemsley Fraser. that add greater value to the overall
At the same time the Hemsley Fraser service. When an organisation brings in
and Virgin Media project teams a managed learning service provider,
worked together to implement the there is a real risk of them thinking their
“
new service ensuring that goals and responsibility is over because they’ve
strategic objectives required from the outsourced it. Virgin Media know that
partnership were front of mind. isn’t the case – they know that the more When a relationship
they can do to engage us with their is built on honesty
Sally Hurrell, Global Managed business priorities and objectives, the
Learning Services Director at Hemsley more we can do to support them.”
then it can evolve
Fraser, said: “I think the whole concept and develop over
of an interim service is really important. Joanne added: “We now feel we are
This gives time for the relationship to an extension of Virgin Media’s team,
time. That’s when you
evolve and mature and ensures you which makes our jobs much easier and truly become a
”
don’t set in stone early on something more enjoyable. When a relationship trusted partner.
which later proves unnecessary. It’s is built on honesty then it can evolve
really important that the relationship and develop over time. That’s when you
is living and breathing, enabling an truly become a trusted partner, but you
agility that focuses on continuous have to earn that status.”
improvement which, in turn, leads to an
enhanced customer experience.
Case Study – 2019
CASE STUDY
Building networks
Establishing a relationship as a trusted partner as well as seeing their own business focus
has allowed Hemsley Fraser to provide market turn to the digital learning space over the
insight and guidance on other business activities past few years. “Our partner who specialises in
from their experience with other clients, even digital transformation is currently looking at how
if some of these are outside the immediate industries are being disrupted by digital and how
learning sphere. organisations can help their staff understand how
that affects them personally and how their roles will
Joanne’s role as Executive Client Partner means evolve as a result,” Joanne said. “Virgin Media are
that Virgin Media have an exclusive link between a digital-first business, and Hemsley Fraser hopes
their business and Hemsley Fraser’s extensive to be able to support them more in the future with
pool of experts, as well as their existing client their own digital ambitions and to look at how they
base. In a unique way, Hemsley Fraser are not can support their business holistically as a learning
only building Virgin Media’s learning resources partner, not just as an outsourced provider.’’
and development programmes, they are also
helping build their professional networks. “With such an open and honest relationship
as a learning partner, we use our network and
Hemsley Fraser are currently working with a knowledge to go above and beyond to deliver a
client that specialises in digital transformation, quality service to our clients.”
“ We use our network and knowledge
to go above and beyond to deliver a
”
quality service to our clients.
Case Study – 2019CASE STUDY
What the future holds
With a two-year relationship under their “With a partnership approach, we are
belt, Hemsley Fraser and Virgin Media able to shift conversations to a higher
have now begun working together level so that we’re able to have those more
to create a more strategic plan for strategic conversations that are looking
the future. The two organisations are at business objectives and where and how
planning on working together to find we can support, proving our service is
a more efficient and accurate way to making a genuinely positive contribution
measure return on investment over a within organisations.”
12-month period and creating new,
specialised learning and development Joanne added: “Virgin Media are a
programmes. fast-paced and innovative client and are
always keen to know about and even
Sally said: “In our January meeting, road test any new ideas we may be able
we agreed that now we’ve got the to bring to them. We hope that we will
day-to-day operational service in place, continue to test new ways of learning
we can really get into the exciting stuff with them in the future and maintain our
and focus more on the opportunities in collaborative partnership approach.”
learning. You don’t always get to that
stage with organisations – some have
an obsession with getting stuck in the
detail and focussing on the service level
agreements.
“ We can really get into the exciting stuff
and focus more on the opportunities
in learning. You don’t always get to
”
that stage with organisations.
Case Study – 2019i
About Virgin Media
For over 20 years, Virgin Media have worked with organisations of all
sizes across all sectors, both nationally and locally, helping them to
meet new customer expectations and rise to challenging market
conditions through their complete portfolio of Smart Solutions.
Whether you’re looking to grow and evolve your business with
ultrafast connections, empower your staff with secure mobile access
to corporate data and applications, or gain the guidance you need
to unleash your digital potential, Virgin Media can provide the
communications technology to help drive your digital transformation,
so that you can outsmart tomorrow.
Find out more at: virginmedia.com
From the UK:
T: 0345 071 2801
hemsleyfraser.co.uk
enquiries@hemsleyfraser.co.uk
If you would
From the US:
like further
information, T: 617-785-7925
please hemsleyfraser.com
contact us: ustraining@hemsleyfraser.com
From Germany:
T: 69 9203 7568 0
hemsleyfraser.de
info@hemsleyfraser.de
Case Study – 2019
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