CITB case study

We enhanced CITB's customer experience with a fully scalable ecommerce platform

The scenario

As the Industry Training Board and partner in the Sector Skills Council for the construction industry in England, Scotland and Wales, CITB required a fully transactional website to meet their specific set of customer needs.

Welcom Digital created a fully scalable ecommerce platform to incorporate their vast range of products and services for their diverse customer base.


The brief

As part of a wider modernisation programme, CITB required a transactional website to allow customers (both business and individuals) to access their products through a self-service channel.

The solution

Welcom Digital used the EPiServer platform to provide CITB with the core ecommerce and CMS functionality required to deliver a scalable, transactional website, as well as showcasing Welcom’s technical competence and expertise to enhance the platform to meet specific CITB requirements. These included:

  • The delivery of a customer service advisor process that allows CITB call centre staff to place orders on behalf of customers using the front end of the website
  • Enabling customers to use existing CITB credit accounts to pay for products
  • Integrations to initiate subscriptions for online products
  • Personalised pricing based on individual customer accreditations and approvals

The impact

Call wait times to the call centre have been reduced, customer satisfaction has increased and CITB has an ecommerce channel to build on. Welcom Digital was delighted to be involved in this complex, public sector project.

Client quote


As part of our ongoing programme of work to improve our digital services, we have built a new online CITB shop. This platform will enhance our customers experience when purchasing publications and deliver capability that can be utilised to sell a broader range of products in the future.

Natalie Miller, Project Senior Responsible Officer, CITB