Case Studies
Our work has impacted the learning objectives of
leading brands
Bendigo Bank Sales Simulation
Award-winning Simulation Helps Drive Product Sales for a Leading Australian Bank
Delivering significant improvements in product-selling skills through a targeted approach.
The Client
A leading bank in Australia operating primarily in retail banking sector. The bank offers a number of products and services including insurance, personal and business loans, travel and international payments, superannuation, retirement, financial planning among others. The bank, which is growing aggressively, is renowned for community banking services.
The Requirement
The bank offers a number of services through more than 900 outlets besides ATMs and partner branches. The organisation, which is focussed on retail banking, has a huge customer base. This means regular customer visits to bank to meet their financial needs. The client chose to cash on this opportunity to sell more products. This prompted the client to opt for an eLearning course that would train its employees to not only sell products but also converse with customers effectively. Most importantly, client required an eLearning solution that would help the bank’s staff understand customers’ needs in advance and suggest products accordingly.
The Challenge
After analysing the inputs shared by client, it was realised that SKILLDOM needed to develop an eLearning solution that would:
- Educate the bank’s employees about expanding their service role and seek out new product-selling opportunities with existing and new customers
- Help the target audience actively engage with the bank’s customers and drive product sales
The Solution
To meet the challenges, the SKILLDOM design team devised a custom eLearning solution. This solution did not only provide learners an engaging learning experience but also did so within the client’s budget.
- Sales Simulation: The eLearning course was designed as a simulation. SKILLDOM requested the client to provide bank’s photographs and developed rich graphics based on these photographs. This provided learners with an experience very close to the real-life environment they work in every day.
- Scenario-based Learning: The course included customers and bankers. The learners who played the role of bankers were required to go through a series of customer interaction scenarios. Each scenario offered learners with choices they could make to take a decision. Taking the optimal decisions helped learners sell the product at the end of the simulation..
- Decision – based Scoring: Learners’ progress was tracked and scored throughout the simulation based on the competencies required to sell the product. Each choice made by the learners affected their scores and the probability of the next scenario that would be presented to them..
- Technological Enhancements: To provide learners an engaging learning experience, SKILLDOM technology team devised sophisticated technological enhancements. This included providing learners with a dynamic customer response based on their decisions and the scoring functionality that tracked learners on a number of competencies.
The Impact
After the project was delivered, SKILLDOM received adulation not only from the client’s learning and design team but also from the end-users. The impact was observed in the following ways:
- A significant improvement was observed in the employees’ product-selling skills
- More employees started offering products to the customers by proactively understanding their financial needs
- As a result, increased growth was achieved by expanding the employee’s service role to include product selling
The efficacy of this eLearning design was further recognised at Learnx 2015 when the project received Silver award for the Best eLearning Design in Simulation/Games category.
Key Features
Custom Learning
Scenario-based Learning
Product Selling
Simulation
