In The Spotlight With Esker – Filming a Video Testimonial with the Customer Service Team at Stelrad

Learn how Stelrad achieved fast and accurate Order Management with Esker’s AI-powered touchless processing. We shone the spotlight on Stelrad and created a video testimonial to celebrate its success.

We couldn’t be happier with the video testimonial that we worked on with the team at Stelrad and media agency, Open House Pictures.

Going back a step, the idea all started following a customer success story that we wrote with Cherie Bradford, Customer Service Manager, and Chris Harvey, Head of Marketing UK & Ireland, at Stelrad, as part of the customer advocacy programme for Esker customers.

The customer success story involved a couple of online interviews to discuss why Stelrad chose Esker in the first place and the challenges the teams were experiencing with the previous manual order management process. We also talked about the team’s objectives for automation.

“We wanted a solution that would make it as easy as possible for our team and our customers, and one that aligned with our strategic values,” said Chris.

We discussed the implementation process of Esker’s Order Mangement solution; how automation has made a difference to the day-to-day lives of the customer service team and what it means for Stelrad’s growth prospects.

Working together with our Customer Experience (CX) Team, we were able to run Power BI reports that clearly showed us the results that Stelrad has achieved since it started its automation process, and particularly since it implemented touchless processing at the start of 2021.
Cherie has worked tirelessly with the Customer Experience Team to ensure more and more orders are placed through touchless processing requiring no human input from order retrieval to processing. This has dramatically reduced errors and customer complaints and given the team some great results to shout about!

You can read Stelrad’s customer story here.

^{Sarah Baker, Marketing Communications Manager at Stelrad, Sosennah Every, Advocacy Marketing Specialist at Esker, Ryan Stevens, Customer Experience Specialist (O2C) at Esker, and Cherie Bradford, Customer Service Manager at Stelrad}

“Esker’s solution functionalities are key to helping Stelrad grow. I have worked closely with Esker’s CX team to reduce and eradicate errors and warnings and to enable the switch to touchless processing. This considerable investment in time has allowed our customer service department to operate more efficiently,” said Cherie.

All the elements of the customer success story were put together to create sound bites for our video testimonial. I worked closely with Sarah Baker, the Communications Manager at Stelrad, to put together a running order of the day’s filming and to ensure all health and safety requirements were planned for. We are very grateful to the whole team at Stelrad who were extremely welcoming and professional.

On the day… excitement and nerves were palpable in the air in the Stelrad showroom. Whilst Dan and Joe from Open House Pictures set up their cameras and lights, I went through the questions and answers with Cherie and Chris. After a few retakes and tips from Joe to look at him and not directly into the camera, to relax and talk naturally, Cherie really got into the spirit and was rattling through the questions like a professional.

We filmed for about 2 hours with plenty of breaks for water and coffee, which was when we got to find out little nuggets about factory life at Stelrad, the newest radiators being made, and also about Cherie’s African Grey Parrot; she’d practised her lines so many times in front of him, he can now say Esker!

^{Practising ‘the clap’ between takes!}

Following the interviews, we donned our high-vis gear, protective eyewear and ear plugs and followed the camera team around the Stelrad factory. It was fascinating to see sheet metal being bashed, heated, steamed and painted to end up as a radiator! (Obviously there is a lot more to the process!)

The team also filmed the Customer Service Team using the Esker Order Management solution, and some external shots too.

Then it was over to Open House Pictures to edit the day’s filming into a 2.30 minute piece!

After a few additional edits and full approval from the Stelrad team, we are delighted with the result!

We are so grateful to Cherie and Chris for giving up their time for this incredible testimonial, but also for being fully invested in achieving the best results with us.

Enjoy the Stelrad video testimonial here

If you would like to talk to me about doing a customer success story and/or a video testimonial about your automation journey with Esker, please do not hesitate to get in touch.