Case Study: How Shaw Trust transformed self-service with Hornbill Academy
In today's fast-paced digital workplace, organizations need to continuously evolve their service management capabilities to meet growing demands. Shaw Trust, a leading UK charity, recently accomplished this by leveraging Hornbill Academy to transform their employee portal and expand from IT-only services to a comprehensive service hub supporting Finance, HR, and Procurement.
The challenge of expansion
Shaw Trust faced a significant challenge: how to rapidly expand their service management capabilities to support 12 new services while maintaining quality and user experience for their 2,500 employees. They needed an efficient way to gain the necessary skills without weeks of trial and error.
Learning with purpose
By participating in targeted Hornbill Academy Live sessions, the Shaw Trust team gained both the confidence and technical know-how to completely reimagine their service portal. What would have taken days of research and cautious implementation was accomplished in just 90 minutes of focused, hands-on training.
"The Academy Live sessions gave us the confidence to implement changes without fear of breaking our production environment," explains Sam Reynolds, ICT Service Process and Transition Manager at Shaw Trust.
Measurable impact
The results speak for themselves:
- Created dedicated portal domains for different departments, improving the user experience.
- 10x time savings compared to self-directed learning.
- Successfully deployed 12 new services across multiple departments.
- Expanded from 30 to 155 licensed users in just two years.
The power of practical learning
This success story highlights the effectiveness of Hornbill's approach to customer education. By providing hands-on lab environments and focusing on practical implementation skills, our Academy empowers customers to quickly apply what they've learned to their specific needs.
Read the full case study to learn more about how Shaw Trust leveraged Hornbill Academy to drive their service management transformation.
Hornbill Academy provides interactive, hands-on learning experiences designed to help customers maximize their investment in Hornbill's service management solutions. Register to the academy to discover on-demand courses and upcoming Academy Live sessions here.
