Case Studies
Our work has impacted the learning objectives of
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Qantas Credit Union
Scenario-based eLearning Solution for Selling Financial Products
A novel eLearning solution to help the employees of a leading financial institution in Australia to develop product-selling skills.
The Client
A leading Australian financial services provider offering a variety of financial products to its customers. The organization provides loan, insurance, financial planning and foreign exchange services besides basic banking services to the customers. The company is renowned for offering quality financial services at competitive rates to its customers.
The Requirement
Out of the bouquet of products and services the company offers, the company’s home loan product is highly popular. The company receives many home loan applications due to its competitive interest rate. However, only a few of these valid applications result into actual business for the company. While analyzing this, the company found that the employees’ customer interaction skills and loan applications processing were the two most important factors affecting the home loan business.
Hence, to turn the situation around and to convert the maximum possible valid applications into business, the company decided to opt for an eLearning solution. The learning goal was to educate the organization’s employees about effective customer interaction skills and help them suggest the correct product based on the customer’s profile and requirement.
The Challenge
To help the client turn around the situation, it was essential for SKILLDOM to:
- Gain an understanding of the client and the home loan products
- Analyze the employee profile and the existing level of product knowledge and customer interaction skills
- Understand the profile of typical home loan customers
- Understand the type of customer interactions between the employees and the customers
The challenge was not only to arrive at an off-the-shelf solution but also to present it in a way that would help learners have an enriching learning experience.
The Solution
The solution SKILLDOM proposed was a home loan simulation that was structured around real-life scenarios but had learner-driven learning paths.
- Interactive Scenarios: A comprehensive home loan simulation was developed that covered the loan application procedure in its entirety. The solution was spread across four objectives that the learners were required to achieve at the end of the simulation. Each objective was linked to a series of customer interactions, mapping to the key loan application steps. The scenarios simulated a typical loan application procedure.
- Learner-driven Learning Paths: The learners drove the simulation ahead on behalf of the banker in the simulation. After listening to the customer, the banker’s response was presented to the learners in the form of choices. The choices were a mix of incorrect and correct responses. Depending on the learner’s choice, the banker’s response varied.
- Achieving Objectives: Choices made by the learner directly impacted whether the objectives were achieved or not. Through a recap feature, SKILLDOM also ensured that learners who were unable to achieve an objective, did not miss upon the learning that was provided by selecting the right choices.
The Impact
Feedback provided by the client confirmed the efficacy of the learning design. Here’s what the stakeholders had to say, “The eLearning course not only simplified the loan application process for the target audience but also educated them in providing the right solutions that meet the needs of our customers.” Since the deployment, the organization has noticed positive change in the employees working in the home loans division, leading to maximum possible conversions of valid applications into business.
The client highly appreciated:
- The simulation-based learning approach involving customer interaction scenarios
- Rich graphics
- Learner-driven learning paths
- The eLearning program that was very close to the real-life operations of the organization
While SKILLDOM’s initial engagement was only for this eLearning solution, thanks to the above outcomes, we are now proud to have been roped in by the client as an L&D Consultant for future solutions.
Key Features
Scenario-based Learning
Learner-driven Learning Paths
Product Selling
