Carphone Warehouse use Nimbus Control to "power" their standard operating platform called “How2.” In this interview*, Chris Jones (Head of Business Operations at CPW) talks to Neil Ward-Dutton, BPM Research Director at MWD, about the vision, implementation and results achieved from this strategic initiative.

*Please note, you will have to register / log-in on the MWD Advisor website to listen.

“In terms of measuring success, we’ve had a great year and How2 was definitely part of that. We are really proud of making this available to our people.” Chris Jones, CPW.

Results highlighted by Chris in the interview –

• Highest employee engagement scores in company’s history
• People feel they can do their job better
• Positive customer sentiment (Net Promoter Score)
• Highest customer retention rate in company’s history

Chris also explains the role of the BPM Center of Excellence to drive continuous process improvement and why CPW selected Nimbus Control (hosted software-as-a-service) as the enablement platform. Chris goes on to say -

“The solution that we chose was an out-of-the-box solution hosted externally by Nimbus… In terms of speed and quality of immediate delivery it was a great thing for us to look to Nimbus to provide (the solution). … By no stretch of the imagination were we process experts, we were a growing company with a desire to do the right thing. In our adventure and journey along the way, Nimbus were very clearly the right people to help, as they had experience in the sector before and were really key … became part of our culture, they did that really well. They have a very strong account management team and the support they have given us along the way has been just absolutely brilliant. For that reason it has been really helpful, because we chose the right partner.”
You can learn more about the achievements of Carphone Warehouse and the return on investment they’ve seen from Nimbus Control by watching the videos accessible alongside the above interview here.