How bespoke software transformed RTITB's growth
RTITB
RTITB (formerly the Road Transport Industry Training Board) has a common challenge. They're a relatively small business, but their global customers (such as Coca Cola and British Airways) expect big business service. No excuses.
Central to achieving this expectation is software. But nothing off-the-shelf fits neatly.
"Not many businesses do what we do. No standard software would understand what type of forklift was trained on, whether the instructors were qualified and if the right hours have been done. Our bespoke software does 18 checks automatically. Nothing on the shelf could do that." Said Laura Nelson, Managing Director of RTITB
Accredited training for the workplace transport industry
RTITB serves many sectors, including warehousing, logistics, and transport. Writing training standards and courses, the business also issues certification and completes 600 annual audits on training providers across the globe.
Whether it's a forklift truck, a lorry, or another workplace vehicle, RTITB holds accredited and compliant courses for trainers to use.
Formed in 1965, first as an industry training board, then as a private company before becoming part of a group owned by a charitable trust in 1998, RTITB's software demands have grown dramatically over the years.
Digital transformation, the bespoke way
"Back in 2000, we had a simple MS Dos database. It was just a record of who'd used our training materials. A bespoke system but very much at the end of its life", said Laura.
RTITB looked at many software providers within reach of Telford, before opting for Hoge 100.
"I think what stood out at the time, and continues to, is how down to earth they are. They don't rip you off and they don't try to upsell you. I'll ring and ask if something is possible. They'll say, yes, it's possible, but would cost a million pounds. Or you could do it this way for £5,000. In fact, they often find a better way of doing it that'll cost you less. It's refreshing for software people", she added.
Initially, Hoge 100 replaced RTITB's out of life database with an office-based system. There were no web-based needs back in 2000.
Fast forward to 2010 and everything changed.
"A new piece of legislation came out and we wanted to provide training for it," said Laura. "We told Hoge we needed an extranet to feed into the existing database - somehow! It was a big piece of work as we were building something from scratch, so they provided many detailed options on how to go forward."
"The software had to be familiar to both users in the office and customers. We didn't want to give them something that felt totally different. The result was our Master Driver system."
RTITB's bespoke software development didn't stop there and today, they continually have many live projects with Hoge 100. A recent example is the creation of digital ID cards.
"We currently issue hard copy ID cards for people who've been through our system and wanted to issue ones that go straight into their smartphones. I literally picked up the phone to Hoge and said: "Look, this is my end goal." They went off and researched different ways to do it, then came back with ideas. We're currently doing a proof of concept for this one and hope to go live in four months", said Laura.
RTITB is digitalising everything it possibly can, especially after 2020. The impact is clear to see.
"The bespoke software Hoge builds means we provide our services with market-leading efficiency. We get certificates out the door in four hours. We can also provide quality assurance in a way others can't. It gives us a huge competitive advantage and is the backbone of our business", said Laura.
Comparing Hoge 100 to an overseas provider
Afew years ago, RTITB decided to place an Android app project with a company in India, "just to see what else was out there and not have all our eggs in one basket," said Laura.
The cost was appealing, and it was an area Hoge 100 had no experience in. But, the development experience did not meet expectations.
"We spent hours flying back and forth to India, trying to explain why we did things as we did. It highlighted that Hoge's knowledge of our business provides untouchable value. They're integral to our business."
And Laura provided many more examples of why Hoge 100 is such a good software partner for RTITB.
"They're incredibly reactive. If I've got an urgent piece of work for a customer, they'll always find a way to prioritise it. I can also call senior developers and say: 'I need this report urgently,' and I'll have it back that afternoon.
If Hoge see something that might be a potential problem, they'll flag it, so we keep an eye on it. And they always help you refine your thinking, covering the things I haven't thought of. What you initially ask for is not what you necessarily need.
I trust Hoge to deliver. When the say they will, they do. We don't have to chase them; we know they'll get on with it."
"Choose the people."
When choosing a bespoke software provider, Laura said the most important factor was to choose someone you could have an open relationship with, because you'll work closely with them.
"People work with people, there's nothing truer than that. I've got a great relationship with David, Mark, and all the people at Hoge. Choose the people - it's a really important part of the puzzle.
Also choose a provider who'll challenge your thinking and understands where your business is at in its journey. Hoge help us deliver that big business service but at a cost, and in a way, that suits our smaller business. When other software providers hear we work with companies like Coca Cola and British Airways, they put three noughts on the end of the quote. They assume we've got loads of money, and we haven't."
"Don't discount Hoge because you've never heard of them. If you get the opportunity to work with them, I'd take it. You'd be surprised what they can do for your business; it's really quite unbelievable."
