BFSI
Aptech creates effective CRM-related CBT for Relationship Teams & Managers of top financial services firm
“I was very pleased with the work that your organization provided”
Customer Speak
Customer Profile
A pre-eminent financial services company with 200 million customer accounts in over 100 countries. The company manages a diverse portfolio of products such as credit cards, financial solutions, private banking, mortgages, insurance & loans.
Business Case
The customer wanted to coach its Relationship Managers & Relationship Service Teams on using the Client Service Platform (CSP) application. This CRM application aimed at providing better service to clients of the company. It was important to have an environment that stimulated thorough learning.
Solution
Aptech developed a CBT on CSP, which was divided into 4 modules: introduction, use case (scenarios), practice tests and assessment tests.
- Introduction provided a brief overview on CSP.
- There were 6 use cases that explained the functionality of CSP.
- Screen captures of each use case were taken and the fields in each screen were explained in detail with the help of tooltips and voiceover.
- Practice tests aided the learners to implement what they have learnt in a simulated environment of the application.
- Assessment Tests gave a clear picture of the level of understanding reached by the employees.
