eLearning increases user productivity; 1,100 retail banking agents trained without Sandbox
- Train 1,100 agents across France
- Increase productivity
- Increase productivity
- Assima Cloning and Digital Assistant Suite
- 500 interactive training exercises
- Complementary classroom training
- "Very positive" feedback in internal survey
- Increased user productivity
- Significantly reduced maintenance costs
The user friendliness of the Assima Training Suite means that training is more dynamic and increases user awareness of service quality within CDC.
Network Assistance Manager
The Caisse des Dépôts (CDC) management team relies on a network of 1100 people, who are geographically dispersed throughout France to channel information to them. In this geographical context training, therefore, plays a vital role. It is used to develop and maintain staff competencies on the account holder information systems, which are at the center of the banks’ IT systems. Training on this system represents one-third of all training. Until now, the CDC maintained a sandbox for training on its IT systems for both recurrent training and new applications. The main advantage of delivering classroom-based training was the high levels of quality that could be guaranteed, albeit that a sandbox environment did not allow for elearning or etraining. Indeed, it was impossible to displace it for localized training, and consequently difficulties were encountered when training needed to be delivered simultaneously across different geographical locations.
Then, the equipment, as well as the information contained in the sandbox, became obsolete. A decision had to be made: recreate a new sandbox environment or acquire a new tool, notably a simulator. The sandbox solution came with two serious inconveniences: an expensive, non-responsive and unsustainable infrastructure; plus the sandbox was not available for all the applications. Some training had to be compiled from screenshots, which consequently meant a lack of homogeneity in the educational message and a loss of overall quality.
Training is one of the key elements that ensure quality service to customers. The choice of a new training tool was therefore not to be taken lightly. Three major constraints would guide the choice:
The users should be in a ‘realistic’ environment, giving them the impression that they are on the live application.
The new solution should bring increased productivity and real savings compared to maintaining a sandbox environment.
The trainers, who had a background in banking and not IT, should be able to use the tool autonomously.
In conclusion, a committee made up of the Information Systems, Training and Strategy divisions took into account 50 criteria including:
- The ability to recreate and interact with the application screens
- The capacity for the training modules to be developed rapidly
- The ability to quickly and easily install the eLearning tool in an environment where applications evolve rapidly
- The user-friendliness of the product
- The stability and track record of the software editor
- Following this selection process, Assima Solutions was chosen.
The projects started with a period of support from an Assima Consultant of 2 years. The support was both technical and with the project as a whole. This was a necessary step in the project, as the Caisse des Dépôts trainers are effectively banking administrators who provide network assistance. To date, three people have been trained and are developing training modules to use, and another three people are being trained.
The impact of the new solution is significant, now that ATS training has been entirely distributed. The whole network has been revitalized!
Network Assistance Manager
Results and Benefits
The Caisse des Dépôts’ objective was ambitious: to develop eLearning content for 10 different applications. Assima Training Suite enabled them to achieve this, with a survey indicating high levels of user satisfaction from the trainers and users alike. Users who had experienced both methods of training found the new method “excellent”. In concrete terms, it is now simpler and easier to find the right balance between theory and practice. The trainers can choose—depending on the importance of the point being made—between guided exercises, exercises users can do on their own, quizzes and demonstrations.
This diversity of learning support created by Assima Training Suite enables the learning process to be homogeneous and progressive. Another important reason that Assima Training Suite was chosen is its capacity to automatically generate documentation, such as user guides and manuals, which are in keeping with the modules and allow the user to go beyond what is learned during training. The Caisse des Dépôts used this opportunity to rewrite all of its training materials.
New perspective: online help using APS (Assima Performance Suite) on Coresi (application) has just been launched. Next step: create a training portal to access all the training modules online, especially the supplementary modules that go beyond what was covered in the classroom. The portal will also enable reporting to be put into place, especially for compulsory modules, such as anti-money laundering.
Finally, the portal will result in structured training programs, tailored to the needs of the user, which differ between the sales team and administrators. The portal will also enable reporting to be put into place, especially for compulsory modules, such as anti-money-laundering. Finally, the portal will mean structured training programs, tailored to the needs of the user, which differ between the sales team and administrators.