Case Study – Kaplan Financial

a runaway train, a runaway success

Kaplan Financial is the UK’s leading provider of financial training, providing all of the leading financial qualifications in the UK, including ACCA, ACA, CIMA and AAT. Kaplan Financial work with many blue chip names, including many of the major consultancy and accountancy firms, providing training to over 40,000 students per year.

As leading specialists in IT for insurance companies and the banking sector, Twin Systems Ltd were approached in early May 2007 to provide a seven-day-a-week helpdesk, supporting the online flagship product of the company, EN-gage. Support and incident resolution are managed by Twin systems, with a team of analysts dedicated solely to the project.

Daily incidents are often in excess of 50 per day (daily average 16-22/09/07). Gary Woodhall, Chief Technology Officer at Kaplan Financial is very satisfied with the service that Twin Systems Ltd provide : “We work with Twin in a spirit of shared ownership of the issues, to deliver a good service to stakeholders in what can sometimes be incredibly stressful circumstances.”

The project went live on June 12th 2007, initially with over 100 VIP users. This has since become more than 3,000 users and is ever rising, particularly throughout September (the start of the academic year), with hundreds of new registrations.

On average, incidents occur at a rate of over 50 per day, ranging from:

  • login unavailability
  • missing/incorrect data
  • new account creation.

The project is complex, with our analysts working across two live systems and updating both, while liaising closely with the in-house team at Kaplan.

Twin provide full service support at first level, communicating with our Kaplan colleagues, their internal technology team & their commercial delivery teams and end users alike. An escalation system is in place to manage issues internally within Kaplan where necessary.

Gary Woodhall explains : “I needed a flexible outsourcing partner to provide first line helpdesk services to deal with a demanding stakeholder group in place for the launch of EN-gage. The system launch would simply not have been a success without the provision of an effective first line support function in place. Twin went well beyond what I would have expected from an outsourced partner to deliver a great service to our customers.”

“When the MD of Twin and Kaplan’s CTO are discussing call queues and details of individual incidents on a Sunday afternoon, you know you are working with a partner who feels passionately about providing great service and who understands your business.”

This project has been exciting and challenging! Having completed the pilot phase, we are now actively discussing how we can build on this success with Kaplan.

Twin went well beyond what I would have expected from an outsourced partner to deliver a great service to our customers.

Gary Woodhall, Chief Technology Office, Kaplan Financial