Local IT company improve their customer experience following Keele’s leadership programme
A Keele University business support initiative has been praised by one of its participants, after learnings from the programme helped deliver significant benefits to their organisation.
Hixon Group have created an app called ‘Hixon Help Centre’, a dedicated solution for clients to access product guides and view their system status with an integrated feedback system to ensure content is tailored to their needs.
During the pandemic, the company further developed an online platform which enabled conferences and events to continue virtually, delivering over 50 live events with 700+ hours of content for companies including UKRI - UK Research and Innovation, University Hospitals Birmingham NHS Foundation Trust and the Centre for Facilitation.
Jonathan Lawton, Managing Director of the award-winning business IT support services provider, took part in Keele’s six-month Innovation Leadership programme* in 2019 and believes that the impact has transformed numerous areas of the business.
Jonathan said: “One of the best things about the programme was the quality and variety of guest speakers. Following Grant Leboff’s marketing workshop, we revisited our own branding, which resulted in us launching a fresh look and logo design shortly after completing the programme. As a further extension of this, a new Help Centre Experience app was launched last year, giving our clients a real value-added service as well as enabling our team to better respond to enquiries.
“As well as having access to coaching through a dedicated Entrepreneur in Residence, the ability to work with fellow participants as a sounding board for new ideas and ways to implement them into our business was unique, especially to hear different approaches outside of our sector.
“We had been working on a new product for a period of time, and the advice and guidance we received through the programme gave us the confidence to press ahead and launch. This couldn’t have happened at a more opportune time, and we were able to release our new hosted desktop solution just as the pandemic began, enabling people to access company data remotely from anywhere without storing any information on the device.
“Reflecting back, the programme is just the start of the journey, equipping you with new skills and knowledge. The hard work really kicks in after, implementing what was learnt and fully integrating this into your business.”
The Innovation Leadership programme*, delivered through the Keele Gateway, provides small to medium enterprises based in Stoke-on-Trent and Staffordshire with fully funded support to enhance and develop the skills, knowledge and attributes needed to take their business to the next level. Delivered across six two-day sessions, participants gain access to a unique blend of one-to-one coaching, guidance and action learning from experienced academics and expert guest speakers.
Applications for the programme’s 2022 cohorts, commencing in April and October, are now being accepted. To find out more information about the programme and to apply, visit keele.ac.uk/mcil.
*The Keele University Innovation Leadership programme (also referred to as the Mercia Centre for Innovation Leadership programme) is delivered through the Keele University Science & Innovation Park Smart Innovation Hub (Ref: 32R17P01691). This programme is part-funded through the European Regional Development Fund (ERDF) as part of the England Structural and Investments Funds (ESIF) Growth Programme.
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