Esther McLaughlin, Cache’s deputy chief executive, said: “Optimum’s training was first class. The feedback from staff and customers has been extremely positive. The proof is that our customers are actively using ‘cachezone’ well and our staff have the confidence to deal with the new system.” She continued: “Meeting the go live date was non negotiable and Optimum’s consultants delivered against a very challenging timetable. They also had to be flexible in their approach because they were working alongside multiple external suppliers and our IT project team who were still testing the final elements of the system.”

Post go live Cache wanted to reinforce the eLearning and classroom training for its staff with additional materials which could be used for new staff at induction, for ongoing refresher training and to support any potential performance management issues. Optimum has created a series of tutoring materials in a range of formats and has also trained Cache how to use the eLearning software to set up and develop its own library of materials.

A major part of the IT project has been significant change management, and the introduction of new work processes, such as using task queues rather than email to progress actions, giving greater visibility to how Cache deals with its customers. Optimum has documented all these new business processes and produced a full reference guide to ensure continuity and best practice.

McLaughlin reflected: “As a qualifications awarding body, it is paramount that we get things absolutely right first time and the quality of Optimum’s meticulous planning and delivery throughout the project was key for us. Quite simply, they made a very significant contribution which made our go live such a success for our customers and our staff.”