Case Study: Telford and Wrekin Council achieves 50% cost savings and 2,247 course completions with Learning Pool Limited

Telford and Wrekin Council - Customer Case Study

Telford and Wrekin Council identified a need to improve customer service after a mystery shopper exercise showed inconsistent practice across teams. To reach all staff and avoid dozens of classroom sessions, the council engaged Learning Pool Limited to develop an online customer service programme delivered via ADAPT/off-the-shelf e‑learning and their LMS.

Learning Pool Limited produced three bite-sized courses with filmed “wrong” and “right” scenarios (performed by college students), quizzes and monthly sign-on reminders. The bespoke e‑learning cut costs by 50% compared with an estimated 60 face‑to‑face sessions, has recorded 2,247 course completions, is now included in staff induction, and strengthened local partnerships while improving organisational engagement with customer service.

Telford and Wrekin Council