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Monthly Archives: March 2015

EdTech Education Hwb Hwbdysgu Software Wales

HwbMeets World

Meet Hwb.B_5dAjHWAAEHzKy (1)

If you haven’t already met it at your school or office, you can meet Hwb, like many others already have, at HwbMeets.

(Available in Welsh here)

For those of you that don’t already know, Hwb is the national database of digital teaching and learning resources. It’s also the gateway to CDSM’s latest range of tools, quality articles and images from Encyclopaedia Britannica and a brilliantly engaging package for primary phase learners – Just2easy.

Right now, I go everywhere with Hwb. We’re like best buddies, inseparable. Hwb even gets me in to all these great events, where I get to meet all the brilliant teachers and public servants who work so diligently to help raise attainment in our schools. I’m basically Hwb’s plus one, which is great because Hwb’s never happier than when it’s the centre of attention, showing off all its new tricks and introducing people to its wide range of tools and resources.

You see, Hwb’s been reinvented in the last 12 months. It’s the new kid on the block again and it’s really starting to turn some heads. Seven thousand new people logged into Hwb in February alone – a big number, and one that’s increasing month on month.  In addition to being an incredible resource, Hwb’s ambitious, and it won’t stop until all of the five hundred thousand+ users in Wales have logged in. So to that end, Hwb and I find ourselves out there at HwbMeets doing the educational equivalent of speed dating, trying to capture the hearts and minds of teachers, local authority leaders and school improvement agencies in Wales.

HwbMeets are 2 hour sessions which start with a couple of keynote presentations from outstanding practitioners. These insightful demonstrations are a great example of the work put in by teachers to make the best use of technology in their classrooms. After this, the audience of school teachers and leaders work their way, eight at a time, around a series of numbered tables, on a quest to find the next best ‘tech’ thing with which to inspire and challenge their kids.

I get ten minutes with each group to convince them of Hwb’s charms. The hard part is speaking for eighty minutes without pause, telling the Hwb story to eight different groups.

Convincing them is easier. After all, I’m able to tell them that Hwb is free, that all teachers and learners in Wales have an account and that this provides Single Sign On access to: MS Office 365, Learning Posibilities’ Hwb+ and SWGFL’s 360° safe Cymru tool – not to mention all CDSM’s new tools, designed by teachers for teachers.

Last month Hwb had eight hundred and twenty two thousand page views and sixty seven thousand logins. Of course, we want those numbers to double by the end of the academic year: this way, we’ll know that Hwb is reaching the teachers and leaders it was designed and commissioned to help.

To do this, Hwb is improving and developing all the time. Its tool set is expanding, and its relevance to teachers and classroom practitioners is growing. By the middle of April, Hwb will have released 5 new features, including Playlists & Hwb Networks. It’s innovations like these that will form the foundations of the legacy we’re building in Wales. It’s these features that Hwb and I have been demonstrating at the HwbMeets.

The reaction from teachers has been very positive, even from the groups that get my final presentation of the day. Teachers immediately see the benefits of the tools and appreciate the ease and simplicity of the implementation. The most common response I get is a question: “And all this is available for free on Hwb?!” The second is “So where can I get my logon details again?”

If you’re yet to meet Hwb, then make sure you attend a HwbMeet. You can find a list of upcoming events on Hwb – and hopefully the two of us will see you there.

You can stay up to date by following CDSM on the social media websites below, or by subscribing to our weekly email roundup.

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CDSM Customer Service Infographic

Infographic – The DOs and DON’Ts of Customer Service

Customer Service

Let’s get down to the nitty-gritty…

Customers are the lifeblood on any business so treating them well should be your company’s top priority.  By exceeding expectations, you can boost customer satisfaction and retention.

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every-time or we’ll lose them” Kevin Stirtz

70% of customers are influenced by how they feel they’re being treated

Would you recommend a company that has provided a poor service?

Customers judge their experiences more on the timeliness of the interaction than on the final outcome.

A swift response is always impressive, but so is correctly establishing what the customer actually wants, and why.  People appreciate a personal service. Follow up in what you say you’ll do and keep in touch to provide regular updates. Make the most of the personal service you can offer and you’ll reap the rewards.

So what are the DOs and DON’Ts?


Manage customer expectations effectively

Listen to your customer-facing staff

Make sure departments talk to each other

Empower staff appropriately

Ensure your company’s objectives are aligned with service promises to customers


Assume that an online customer experience will replace offline services

Oversell yourself to your customers

Treat customers as transactions

Hide behind the environment systems or process

So, what have we done to make sure our customers feel valued?  We made it personal! Meet the support team as CDSM:

Gareth – Technical Support

Our very own genius

Debbie – Senior Customer Care Executive

The glue that holds it all together

Anna-Marie – Customer Support Administrator

The ticket master of CDSM

“The goal as a company is to have customer service that is not just the best but legendary” Sam Walton

Results from our helpdesk over the last 90 days

Average first response  7.50 hours compared to industry average of 28.40 hours

79% of our end users’ tickets were engaged and responded to within the first hour of a customer raising them

9% – 1-8 hours

6% – 8-24 hours

7% >24 hours

Note: totals may not equal 100% because of rounding

Retaining existing customers – we found that when customer service is good, the result is an increase in customer retention. Happy customers promote us too.

Recent feedback rated our customer service as 100%

“You’ll never have a product or price advantage again.  They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz

Gareth – “Best part of my role is the problem solving.”

Debbie – “Favourite part of my role is meeting with clients.”

Anna – “I love the team spirit at CDSM as it helps me do a good job”.