e-LEARNING TO SUPPORT A CRM IMPLEMENTATION

First National Bank

Overview
Design of the training framework, structure, methods and standards for the delivery of electronic learning, as well as the design and development of electronic learning modules on the Siebel CRM SimBuilder 7.7 platform to support the implementation of new customer relationship management processes for First National Bank, and the use of Siebel CRM as the tool for the capture of customer-related interactions and data. Integrated iHelp modules with on-screen contextual support were developed to support users and provide help content within context. 

Role
Participated as the lead for the instructional design and lead for the content development. The role also included mapping out the underlying processes that were in play for the business use of Siebel to support the development of material.

My Key Deliverables

  • Design and deployment of the training survey
  • Development of graphics for inclusion on electronic course collateral and in downloadable support material
  • Development, deployment and maintenance of 21 e-learning modules (simulations) to support learning on functionality 
  • Development of the training administration processes
  • Electronic learning development standards
  • Language and graphic standards for content
  • Process mapping to support content development
  • Support and administration of the e-learning platform

Value Delivered

  • Development of a character for guiding users through training (Merlin) provided a "human" touch in a virtual training environment and provided to be popular with learners, with learners eager to participate in new courses to see what Merlin would be up to and doing
  • Significant cost saving in developing and delivering electronic learning content across 11 regions and approximately 3,500 staff members (the projected cost for a three-month, facilitated training rollout was upwards of over a million Rand) 
  • Significant uptake on the application, with a train-first-and-provide-access approach to ensure that learners understood and were comfortable with key concepts and methods
  • Surveying of learners after course completion provided a method for the identification of improvements to learning content