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Press / 2007 / 19^th January

RM enhances career training and staff development with InfoBasis capability technology

RM, the leading provider of ICT software, services and infrastructure to UK schools, colleges and universities, has chosen InfoBasis to help deliver consistently the highest standards of customer service and staff satisfaction.

To achieve its goals, RM is implementing InfoBasis Enterprise Skills Manager™ (InfoBasis ESM) to track the skills of its 230 technical support engineers. By creating a technical skills framework to assess capability across RM’s Managed Services and Service Delivery workforces, the company aims to ensure its required levels of satisfaction are met.

“Customer survey feedback showed we needed to ensure high standards were always being reached. In our industry, Local Authorities (LAs) are partnering with companies who can prove they have they already have the skills in place to deliver the best service. Following a successful pilot, we plan to use InfoBasis technology to maintain these essential skills and to deliver a consistently high service to our customers” said Services Director Gillian Macpherson.

Gillian commented that quality service relies on highly skilled staff, and that the new implementation would maintain and develop employees’ capabilities. “Our employees can have a precise, long-term way of monitoring their career development, rather than keeping it on a spreadsheet void of depth and tracking. By doing so, employees can examine career options beyond their own immediate team. That’s great for the individual, and also helps us as a company uncover hidden talent,” she added.

RM plans to use InfoBasis ESM to identify skills gaps and the training required to fill those gaps. The company also believes that future recruitment can be aided by a wider understanding of technical skills.

InfoBasis CEO Ashley Wheaton commented on the benefits brought to RM. “All companies want to run as competently as possible and RM has adopted the right approach to make sure it stays ahead of the competition, and most importantly maintains the satisfaction of staff and customers.”