With a corporate wide customer service improvement programme in place, British Gas is relying on Connectvision digital signage to keep their staff focused on delivering customer service excellence. Supplied by Saturn Communications Group, the Connectvision messaging system reaches over 17,000 British Gas staff in call centres and corporate offices across the UK, providing business information updates as well as corporate information and staff news.
Connectvision allows British Gas to create, schedule and display multimedia messages to over 700 LCD screens nationwide. The on screen content is dynamic and designed to present information in a lively and easily understood format. “Connectvision has a proven track record of success within the Centrica Group since it was first used at our award-winning Scottish Gas call centre in Edinburgh. Improving employee communications is a high priority for British Gas and Connectvision has an important role to play in helping us achieve this,” said the employee communications manager, British Gas.
Key to British Gas' decision to invest in multimedia messaging was the capability to centrally send content to all screens nationally, as well as being able to deliver localised content to clusters of screens within different business units or even on occasion to an individual screen. Combining real-time data capture with powerful zoning means British Gas can tailor screen content to include a mix of corporate news, real-time business performance data and team briefing information.
British Gas uses a variety of internal communications for staff, including team briefings, intranet and roadshows. “Connectvision is intended to complement our existing internal communication channels by presenting staff with vital snippets of important information and then point them to where they can find out more on our intranet” he noted.
Joe Till, sales director, Saturn Communications Group commented, “Connectvision adds a new dimension to internal communications at British Gas. We've developed the software so that it accepts a variety of digital material as well as 'live' news feeds for constantly changing business information, such as real-time call statistics and market data. In this way British Gas is able to easily tailor screen content so that the messages cut through the noise of the busy call centre to give staff the crucial information that they need to know now.”