Achievements

THEY TRUSTED US FOR THEIR E-LEARNING PROJECTS

ING Insurance

Background

When ING Insurance decided to update its computerized quoting system (goBRIO Particuliers), it had to find a way to train nearly 5,000 brokers and employees across Canada in a short period of time.

ING's expertise program was looking for the best way to deal with the problems related to travel time and lodging for brokers and the recruitment of additional personnel. ING also needed a more engaging and stimulating way to convey information. Finally, the follow-up and evaluation system had to be improved and computerized.

  • Needs based on task practice
  • Nearly 5,000 brokers to train in a short period of time at locations across Canada
  • Significant dissemination cost
  • Geographically dispersed

Customized solution

Development of a learning system that took the form of a transaction simulator based on brokers' tasks.

The actual system's work environment was recreated so that learners had the impression of using the real system. Scenarios were inspired by existing call protocols and were integrated into the tool so that brokers would learn in the practice context that they are familiar with.

The feedback was designed to help learners immediately identify and correct their errors. All interactions carried out on the simulator were communicated to a learning management system that collected the data and enabled administrators to produce all the statistical reports required.

Visual Presentation

ING Assurance ING Assurance ING Assurance

Résultat

  • 3,000 brokers trained within two months
  • Excellent learner success rate
  • Satisfaction rate at over 90%
  • Effective use of the new system by brokers
  • Reduction in costs
  • Statistical reports for follow-up purposes