Success story · Banking & customer relations

La Banque Postale prepares 70 000 employees for the new customer relationship tool.

Q: Does K-STUDIO replace training at La Banque Postale?

No. It provides the hands-on practice.K-STUDIOreproduces the Isilis processes, so the advisor has already carried them out before their first meeting with the tool.

With Cap Client 3.0, the commercial and banking networks adopt Isilis. K-STUDIO reproduces its processes so everyone can practise, in the classroom and remotely.

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K-Studio

Exercise 2 of 8Score 100 %

Simulation

Isilis

Customer meeting

Reason for the meetingCustomerContact channelAdvisorProduct discussedNext step

Isilis

Customer meetingRecorded

Reason for the meetingSavings reviewCustomerContact channelAdvisorProduct discussedNext step

iYOUR TURNFill in the reason for the meeting.!ALMOSTThis field is the contact channel, not the reason.✓CONFIRMEDReason filled in, the meeting can now be recorded.

70 000employees to train

2networks: commercial and banking

SCORMmodules deployed on the Ilias LMS

The context

Modernising the information system and bringing the two networks closer.

La Banque Postale, a subsidiary of the La Poste group, is overhauling its information system with Cap Client 3.0. The project rolls out Isilis, a new tool designed to simplify customer relations, and is part of a drive to bring the commercial and banking networks closer together.

The blind spot

A new customer relationship tool is judged in front of the customer.

An advisor discovers the new journey in a classroom, then applies it in a meeting, facing someone. If they hesitate on the screen, it is the conversation that suffers, not just the data entry.

The initial trainingThe new customer journey is presented.

The first meetingThe tool is used for real, in front of the customer.

The step that blocksThe action has not yet been rehearsed.

The scope

The application covered by the deployment.

Isilis

Customer relations, 70 000 employees across both networks

In production

The solution

Simulated training faithful to the Isilis processes.

With K-STUDIO, La Banque Postale produces simulated training content allowing employees to practise the Isilis processes. The same content serves in classroom sessions and in self-study, remotely.

Interactive simulations

The processes carried out in Isilis are replayed in a faithful environment.

Classroom and e-learning

The same content serves in the room and in self-study, with no separate production.

SCORM-compliant modules

The e-learning content follows the standard expected by the training set-up.

Deployment on the Ilias LMS

The modules are made available on La Banque Postale’s training platform.

K-Studio

Customer record

Customer meetingRecord the meeting

Meeting notes

ReasonSavings reviewChannelBranch meetingNext stepProposal to sendConfirm the meeting notes

✓Exercise completedScore100 %

✓Open the customer record.
✓Record the customer meeting.
✓Check, then confirm the meeting notes.

Tutoring×

Open the customer record.Record the customer meeting.Check, then confirm the meeting notes.

Step 1 of 3Step 2 of 3Step 3 of 3

Guided exerciseSimulation mode

The results

Easier uptake and consistent practices.

Easier uptake

The simulated content makes it possible to practise the processes before applying them.

Two formats, a single content set

The same modules serve in classroom sessions or in self-study remotely.

Consistent knowledge

The training brings employees from both networks to the same level on the new tool.

An integrated rollout

The SCORM modules are deployed on the Ilias LMS, within the existing set-up.

The solution deployed

The solution deployed.

K-STUDIOApplication simulator

Practising on a replica of Isilis, before the first meeting.

K-STUDIO reproduces the Isilis processes so advisors can replay them as many times as needed, with no risk for customer data.

Discover K-STUDIO→

Faithful replica of the processes
Usable in the room and remotely
SCORM-compliant modules
Deployable on the existing LMS

Frequently asked questions

What we are asked about this deployment.

Does K-STUDIO replace training at La Banque Postale?

No. It provides the hands-on practice. K-STUDIO reproduces the Isilis processes, so the advisor has already carried them out before their first meeting with the tool.

Which application is covered?

In production:Isilis, the new customer relationship tool rolled out as part of the Cap Client 3.0 project.

How is the content delivered?

The same content serves in classroom sessions and in self-study. The e-learning modules, SCORM-compliant, are deployed on La Banque Postale’s Ilias LMS.

What does it change day to day?

The advisor has already played the journey before applying it in front of a customer, and employees from both networks share the same landmarks on the tool.

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