Excelsoft provides the backbone for an integrated learning practice in the BFSI sector
Background
ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank – one of India’s foremost financial services companies and Prudential Plc- a leading international financial services group headquartered in the United Kingdom.
Today the company has a network of approximately 1,400 offices and over 175,000 advisors. In addition to this, it has over 5000 distribution touch-points and over 10,000 servicing touch-points across the country. 95% of the workforce of the company is into sales and the operational model is led by multiple channels.
Business Scenario & Challenges
The insurance business involves selling of products which are technical in nature. One needs to thoroughly know the product in order to provide complete information to a customer. Then there is the sales model which involves reaching customers through multiple channels. This is done through independent agents, employees and channel partners. In such a scenario, automation of training through the adoption of an LMS was necessary to achieve the training objectives. While there is a class-room training component to the process, an LMS was incorporated to provide learning remotely. ICICI-Prudential adopted an LMS as a matter of course.
Why were we required
Post adoption, ICICI-Prudential experienced issues that impeded successful implementation.
- The lack of customization was most apparent in the user interface (UI) which made it extremely complicated for a learner to navigate.
- Training schedule was the other factor impacted by a rigid LMS. In the absence of automation, the training department had to manually assign training to various employees entailing significant investment in man-hours.
- The post implementation support for the legacy LMS was inadequate which affected the operation.
Customization the answer
Excelsoft with its consultative approach designed a solution leveraging the modularity of the SARAS corporate solution:
- The entire UI was adapted from the standard SARAS platform to provide an ideal fit for ICICI’s requirement
- The SCORM player was customized for automated bookmarking and a course status was also provided to facilitate learners constantly on the move
- Administration was made simpler with the development of a learning continuum (LC) which automated the process of course assignment
- An escalation matrix was built in providing training status reports generating alerts to senior managers. Appropriate action could be taken based on these alerts in time.
- Finally backing all this was a separate manager login credential which allowed team leaders to monitor the training compliance of their teams
The successful outcome
The SARAS corporate solution has been extremely effective in addressing the needs of ICICI-Prudential and delivering a business solution:
- The customized application and features have caught the fancy of employees with higher instances of access and completion of programs
- A big plus of the learning continuum was immediately seen in the reduction of man-hours in administrating the training
- Timely escalation reports ensured compliance by employees in undertaking training at regular intervals and completion of the training undertaken
- A healthy competitive atmosphere was created through the peer comparison with teams eager to undertake more training and finish it on time
At a glance
| Users |
|
| Concurrent users |
Around 1,000 |
| Courses |
109 SCORM Packages |
| Registered Users |
150,000 |
Customer Speak
SARAS is a most advanced and robust e-learning platform across insurance industry
- Venkat Iyer, VP & Head at ICICI Prudential Life
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