Working with the ebs support team every day, I get to see first-hand how committed they are to delivering an excellent customer experience. Their enthusiasm and passion, in which they champion the customer and try to resolve issues as quickly as possible, means that they are always aiming to exceed expectations and ensure that our customers are happy with their outcomes.
We are always pushing ourselves to identify innovative ways to make our support service as valuable as possible to ebs customers. One way that seems to be yielding positive results is visiting customers, and you may have seen our previous posts regarding this.
Continuing in this vein, we were lucky enough to be invited to visit Great Yarmouth College to understand how they use Tribal ebs. We sent support consultants Ricky Barnard and Adam O’Gorman to experience four days with college staff, getting to grips with typical daily activities.
About the College
Great Yarmouth College is a vocational college with a focus on BTECs and positive destinations, whether that be further education, higher education or employment. They currently use ebs Central, ebs Shape, and ebs One for their reporting requirements.
The college currently has 1,114 EFA learners, 550 SFA classroom-based learners and 668 apprentices. In addition, the college serves 170 Higher Education learners, working in partnership with University of Suffolk.
At their last Ofsted inspection, the college was judged as ‘Good’ and was placed in the top 25% for Value Added. They were joint 21st in the FE Week college table.
Working with the College
Ricky and Adam began with a tour of the college, along with introductions to the key members of staff that they would be working with over the next four days.
To get a closer view of the exams and admissions processes and understand how ebs is used to make the college ‘work’, the pair spent time in various departments. They were also exposed to the MIS function to see how tools such as reporting are invaluable to the college – and how critical ebs is to delivering learner success.
The team responded to any issues that were thrown up during the visit, making sure to investigate any problems further and resolving them where they could. They took the time to suggest new or alternative methods of using the software and discussed how Tribal could help in assisting smooth processes with the college going forward.
We learnt some valuable solutions to problems that we faced through the support visit which have resulted in much more efficient and effective processes, which was noticeable just in the time that Adam and Ricky spent with us. They certainly saved us a lot of time and frustration that we previously faced.
Ryan Edmonds (Great Yarmouth College)
Feedback from the College
Ryan Edmonds (Great Yarmouth College)
A massive thank you to Richard Sharp for the opportunity to take part in what was a very worthwhile exercise. Richard was very flexible with organisation and was able to bespoke this to the areas we wanted to focus on making everyone in the MIS team excited for the support visit as we had experts on the areas we were keen to learn more about. It’s great that Tribal work similarly to colleges in that individuals have all-round knowledge of modules, but also have specialisms so that they can offer that extra higher level of support across all modules by speaking to the right person. This also means that by Tribal staff taking part in the support visits they also get to gain more in depth knowledge of modules that they may not deal with so frequently. Together we were able to put together a plan that suited both Tribal and us in order for all to get the best out of the experience.
Ricky Barnard (ebs Support)
This was my second customer visit representing the ebs Support team and my trip to Great Yarmouth College was enjoyable and insightful. The four days spent with the college gave me the chance to witness how various departments such as exams, admissions and MIS function and how ebs assists them in their day to day tasks.
Adam O’Gorman (ebs Support)
Having the opportunity to shadow Great Yarmouth’s MIS team has given me a greater appreciation of how each individual module links together and how a college can use the ebs product to effectively manage their Student data.
I now have a greater understanding of the real-time pressures faced by college MIS staff in maintaining an effective administration system.
The value of working with customers has been proven time and again, and each visit by members of the support team have been well-received and very useful to our customers. Adam and Ricky both felt that the experience was helpful in terms of giving them a view of how customers use the product and, following feedback to the team, other consultants are seeing the value of the exercise and are keen to be involved.