Case Studies

Hughes Electrical

Last year, leading Retailer Hughes Electrical had a problem…

Nick Heffer, HR Director of Hughes Electrical, explains…

Staff training has always been a high priority at Hughes and we’ve earned accreditation from Investors in People, having achieved their Gold Standard.

However, over time our training material was starting to look old. Staff had paper-based Personal Development Folders which grew less efficient as the source material became spread out in different places.

It was imperative that we modernised and centralised our training activities, so we began looking for solutions that could bring our training up to date, shake down and move our existing material into the digital space and add in new, media-rich courses onto the platform. It was also important that we enabled employees to take ownership of their training and development.

Investors in People


Attracted by the online training platform and content we’d built for retra-logo, Hughes got in touch with T21.

Retra Online Training Platform

We chose T21 because they understood our needs and were able to provide integrated and business-focused training and IT solutions at a high level – most providers only seem to do one of these convincingly.

We sat down with them, reached deep into the business…

The project development process was very consultative. T21 worked with us in a very detailed and painstaking way to design and implement a cost-effective, Training Solution that answered all our original needs and a few more besides.

Then we got to work…

First we designed & built a learning interface that catered for:

  • Over 900 staff in 43 retail stores plus service centres, distribution, trade & smarthome departments & head office
  • Then we designed and integrated fully bespoke online training courses into the platform:

  • New Starter Induction for Sales & Service Personnel
  • Retail Sales Process Training
  • Rental Sales Training
  • We used mixed media & gamification to drive engagement & competition:

  • Training Films
  • Badges, points, certificates
  • Quizzes
  • National, regional & store-level Leaderboards
  • And then we created additional webpages for:

  • Management & Leadership
  • Health and Safety
  • Customer Service
  • Supplier Links & Content
  • Social Media, News & Forums
  • Nick says…

    T21 were patient and fun to work with, even when we changed our spec several times as development progressed – in fact they helped us save money and achieve a better result!

    The new training platform enabled us to centralise all our existing and 3rd party training content. T21 then built for us a number of courses to help induct new starters across key departments and train our sales staff on the essential skills required for our busy shop floors.

    In addition, T21 scripted and produced four training films for us of outstanding quality which communicate and support our key sales messages in a highly entertaining yet wholly professional manner

    Here’s one of those films

    How did Hughes find the process of working with T21?

    We find T21 to be enabling in that they listen to what we want and then suggest excellent solutions. They have a wealth of training experience and they’ve used it to guide us to get what we need, rather than impose only a packaged solution. They use the IT and the media as a vehicle to help staff learn and develop, rather than make the platform itself all show.

    Would they work with us again?

    Hughes will be continuing to work with T21 for many years, as they have proven skills to help us deal with necessary change and contribute to the success of our business.