Optimising efficiency and customer focus with ILX Group

At Gen25, we specialise in creating technology solutions that enable businesses to meet their challenges and achieve their goals. To this end, we were delighted to collaborate with the ILX Group, whose mission is to improve the effectiveness of organisations and individuals. Each year, the ILX Group provides accredited training solutions to thousands of customers worldwide. ILX offers online, virtual, classroom and blended learning in a wide range of subject areas. The expansion of ILX's international presence has been accompanied by the challenge of maintaining operational efficiency while focusing on its customers. 

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A focus on customers in a competitive market

ILX’s global expansion presented unique challenges. The company needed to continue delivering high-quality training services while optimising its internal operations to meet increasing demand. The main issue they faced was the fragmentation of their sales and operations processes, which led to inefficiencies and a lack of coordination. Additionally, ILX's reliance on heavily customised systems added complexity and reduced flexibility.

Simplifying how they managed their extensive training programs became a priority. Offering a wide variety of courses, both customised and standard, made managing pricing, scheduling, and logistics more difficult and resource-intensive. To overcome these issues, ILX partnered with Gen25 to streamline processes and create a unified system that could support its future growth without losing its customer-centric approach.

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Streamlining operations with Salesforce CPQ, Salesforce Surveys, and GoMeddo

We implemented Salesforce CPQ, Salesforce Surveys, and GoMeddo to address ILX’s core operational challenges. The aim was to simplify complex pricing structures, improve resource management, and gather valuable customer feedback. By integrating these tools, we provided ILX with a comprehensive solution that aligned with their focus on efficiency and customer satisfaction.

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Salesforce CPQ: simplifying complex pricing

ILX’s wide range of training offerings required a more efficient pricing system. With Salesforce CPQ, ILX was able to standardise and automate pricing, ensuring consistency while making it easier for sales teams to offer tailored solutions. This streamlined process allowed them to reduce manual work, improve speed, and focus more on their customer relationships.

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GoMeddo: optimising course planning and resource management

GoMeddo is an native Salesforce scheduling and booking solution and is essential to meet ILX's resource planning and management needs. As ILX’s course offerings grew, managing resources such as trainers, venues, and participants became increasingly complex. GoMeddo allowed ILX to manage scheduling and logistics more effectively, improving how they allocated resources. This enhanced visibility into their operations helped ILX reduce the time spent on coordination and focus more on delivering seamless training experiences.

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Improving the customer experience with Salesforce Surveys

To maintain a strong customer focus, Salesforce Surveys was introduced to automatically collect feedback from customers and trainers. This allowed ILX to continuously improve their services based on real-time input, reinforcing their commitment to customer satisfaction.

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Results: Improved collaboration, efficiency, and customer satisfaction

By integrating these solutions, ILX was able to eliminate silos between teams, resulting in better collaboration and streamlined operations. With real-time data and automated processes, the company is now able to make quicker, more informed decisions, adapt to market demands, and maintain the high quality of its training offerings.

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The shift towards automation has freed up time for ILX teams to focus on what matters most: delivering high-quality training experiences. Customers now benefit from more efficient processes, timely communication, and an overall smoother experience from registration to course completion.

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On the way to continuous improvement

Our partnership with ILX is ongoing. As the company evolves, we remain at its side to provide expertise in business consultancy and business challenges. With these foundations in place, ILX is well-positioned to meet future challenges and continue providing exceptional customer experiences in a competitive environment.

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At Gen25, we are proud to have contributed to ILX's transformation, helping them achieve their business goals while staying true to their customer-first approach.

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