Case Studies

Bradford and Bingley

Bespoke Training Materials

Background

Bradford & Bingley introduced a new system to support the post-completion stage of their Mortgage administration process. The system, named UFSS, incorporates approximately 240 processes. The new system was introduced to 300 employees throughout Bradford & Bingley.

Key Driver

The new post mortgage system, offered a considerable training challenge to the business. The new on-line system consisted of a number of multiple field and functionality screens that employees were required to navigate and complete for each process and task.

The mortgage administration processes had previously existed in complex document formats. Each process could vary in length and complexity from between 2 to 70 'steps' or actions - often with steps linking to various places in the process. This proved very time consuming and complicated for users when trying to follow the process flow on a paper document (often with the customer on the telephone), impacting on both productivity and customer satisfaction.

As a result, Bradford & Bingley identified the need for a robust and effective training solution that would speed up the learning and usability of the new system. Dynamic Business Services were invited to develop a bespoke training solution that would address the specific needs of the employees using the mortgage administration system. Dynamic Business Services developed an electronic training solution using a simulated UFSS system, and using "On Top Helpers" to guide the learner through the actual processes when using the Live application.

The On Top Helpers are available for instant call up by employees at any time, resulting in increased productivity, accuracy and customer satisfaction.

Benefits

Introductory Interactive Module to UFSS System negates need for lengthy paper based materials.
Interactive simulation of live system introduces employees to new environment, without the need for costly classroom based training.
Quick ROI, with immediate ongoing understanding and usage of the new system by employees.
Easy and efficient training of new users, and refresher training of existing users, at no extra cost.
Vastly improved Customer query resolution through always-available 'On Top Helper' reference materials, which interact with the live system.
User is empowered by instant recognition of user interface and controls of live system.
Handy Hints and Help readily available to reduce reliance on employee queries to help desk.