To ensure their excellent customer service commitment was met, one of the UK`s leading financial institutions had to ensure it was easy for employees to navigate their IT systems to effectively deal with client requests and originate new services.
The company embarked on a major IT transformation project to update their fragmented systems and processes, to ultimately put customers at the heart of their operations. To meet the project training requirements, the financial institution selected Assima.
The Assima Training Suite (ATS) was used to create a realistic, interactive training experience by replicating their live systems and using a “show me,” “tell me,” and “let me practice” approach. This enabled users to build their confidence and better serve their customers.
The initiative enabled the financial institution to successfully deliver their customer-centric business transformation, training hundreds of service staff quickly and cost effectively and increasing training quality scores from 40 percent to 90 percent.
Assima’s software also anonymized the data in the training system, ensuring protection of their sensitive customer data and that regulatory requirements were met.
More about this transformation project is available at the Learning Technologies Conference and Exhibition 2017 in Olympia, London on February 1-2 where Assima will exhibit. Visitors will be able to find out how Assima’s products and solutions helped the financial company train staff to deliver the best experience across all touch points, build a new customer-centric service approach and protect sensitive customer data throughout the training program.
The Assima team of experts will be on stand E8 to showcase live demos of Assima products and provide insights on how to improve user performance: visitors can book a personal demo.
In addition, Assima will host a presentation with Andrew Lax, Global Learning Leader, Philips University: Idea to Market, Order to Cash, on February 1st at 1:15 p.m. in Theatre 2 entitled, “Team up for success: how to get global staff adopting to a new way of working; taking the 70-20-10 learning concept to reality.”
Thopse who don’t want to miss this session can book a seat and add the event to their calendar: http://assima.net/en/learning-technologies-2017-seminar.