# CASE STUDY –  ORBIT

## How Orbit improved their agent competence and customer outcomes

Annual e-learning wasn't moving the needle on call quality for Orbit. Different teams needed different levels of complexity and traditional training couldn't accommodate that. Cognexo replaced the one-size-fits-all approach with a personalised, continuous learning model - and the results showed up immediately.

**Sector:** Housing & Social Care · Operational Readiness & Learning Effectiveness

## At a Glance

- **98% of knowledge topics now at KPI level and above**
- **4,140 productivity hours saved in refresher training per year**
- **Quality scoring improved within the first full month of use**

**Products used:** Cognexo Develop  
**Readiness signals addressed:** Capability · Compliance

## Background

Orbit is one of the UK's leading housing associations, providing homes and services to over 100,000 customers. With a large, customer-facing workforce spanning multiple teams and service areas, maintaining consistent call quality, competency standards and regulatory compliance across the organisation is an ongoing operational priority.

## The Challenge

Orbit had been finding it challenging to achieve their call quality goal through annual e-learning alone. Different teams needed to learn at different levels of complexity and traditional training was not able to accommodate this.

The result was a capability gap that showed up in call quality scores - and a training model that was consuming thousands of hours of productivity without delivering the consistent improvement the business needed.

Their goals were clear:

- **Deliver a personalised learning journey for all staff whilst providing evidence of improvement to the wider business and regulators**
- **Introduce a solution that would better help managers coach and develop staff based on data and analytics**

## The Solution

**Cognexo Develop - Capability & Operational Readiness**

Orbit deployed Cognexo to replace periodic e-learning with a continuous, personalised capability programme - delivering targeted knowledge reinforcement at the level each team and individual actually needed.

### Personalised learning journeys

Rather than a e-learning courses for all staff, Cognexo delivered learning tailored to different teams, roles and levels of complexity - ensuring every individual received content relevant to their specific needs and knowledge gaps.

### Gap analysis

Cognexo's analytics gave Orbit a clear, real-time view of where knowledge gaps existed across teams — enabling targeted intervention rather than blanket refresher training.

### Better management coaching

Through Cognexo's intelligent dashboard, managers gained a much clearer understanding of where their direct reports needed more guidance - turning data into coaching conversations rather than assumptions.

### Evidence for regulators

The platform provided an auditable record of knowledge attainment and competency improvement - giving Orbit the evidence base needed to demonstrate standards to regulators and the wider business.

## The Results

- **89% of knowledge topics performing at KPI level and above**
- **4,140 productivity hours saved in refresher training per year**
- **Quality scoring increased within the first full month of using the platform**
- **Ongoing improvement has continued steadily since launch**

## What Our Clients Say about Cognexo

"Cognexo took the time to understand who we are as a company and gave us a few ideas as to how we could measure success and continue to build on the increase in knowledge attainment we were seeing across our teams. I wholeheartedly recommend Cognexo to everyone we know."  
**Julie Kay, Channel Development Manager — Orbit**

## See the platform working.

The best way to understand what Cognexo can do for your organisation is to see it in action. Our product team will walk you through a live demo — tailored to your organisation's size, sector and specific readiness challenges.