Consulting, e-learning consulting, LMS | 2022
BSI Business Systems Integration AG
The Swiss software manufacturer BSI, headquartered in Baden (CH), is one of the leading software manufacturers of CRM and CX solutions. For retail, banking, insurance and energy & utilities, BSI provides everything needed for an excellent customer experience. 130 banks, insurers and retail companies reach around 27 million end customers throughout Europe. Founded in 1996, the company has a further 7 locations and around 400 employees in Germany and Switzerland.
The initial situation
Increasing training needs require new solutions
With the BSI Customer Suite, BSI offers a cloud platform consisting of seven modules that can be used to record and control complex processes and large volumes of data. The platform thus enables digitalization of customer relationships across all business areas.
The BSI Customer Suite offers a wide range of functions. Training on the individual modules is therefore essential in order to exploit the full potential of the platform. The BSI Academy was launched in 2021 to revise and organize the training courses. In addition to employees, the target group of the BSI Academy includes customers and external partners, who must always be up-to-date.
BSI employs around 70 internal trainers who conduct software training courses on site or online. in 2021, it became apparent that the need for training will increase significantly. While 41 courses were held in 2021 as a whole, more than twice as many courses were planned for 2022. The increased workload of the trainers meant that alternative training approaches were necessary. In addition, more and more customers and partners wanted more flexible, i.e. time and location-independent solutions. This led to the strategic decision to focus more on blended learning and e-learning in the future.
The solution
New learning formats and a platform as a distribution tool
This resulted in three specific challenges for the BSI Academy team:
- New learning formats had to be produced that were scalable
- A platform was needed via which the learning content could be played out
- The BSI Academy team had to acquire the skills to produce digital learning content themselves in the future
To overcome these challenges, youknow was brought on board as a strategic partner.
The collaboration kicked off with a multi-day consulting workshop in December 2021, which covered topics such as didactic reduction of content, the definition of learning objectives, the establishment of processes and the selection of appropriate learning formats for BSI. In the subsequent internal concept phase, the BSI Academy team then developed initial training templates based on the Workshop content, which will later be used to create their own learning content.
After the internal concept phase, youknow began production of the "BSI CRM Essentials " course, a learning journey consisting of five modules explaining all the basics of BSI CRM. When designing the modules, youknow placed great emphasis on a casual learning experience. The course impresses above all with a varied mix of formats and methods: text slides alternate with interactive slides, short quizzes and short explanatory videos. This succeeds in increasing the learners' interest and anchoring knowledge more sustainably.
Parallel to the production of the first training courses, the learning platform was set up based on the youknow Learning Management System. After customizing the LMS to BSI's requirements, the system was made available within around three weeks.
In July, the first course was activated in the BSI Academy and made available to a selected user group for testing. The response was consistently positive. By the end of the year, a total of 375 minutes of e-learning, spread over 17 learning modules, will be available in the BSI Academy. Further courses will follow.
Dominique Maron
Account Manager
BSI AG
„The Workshop with youknow gave us a kick start and expanded our internal capabilities in a very short time. It saved us a lot of time and resources.“
Conclusion
More efficiency and flexibility
The participants in the test group consistently reported that they felt well prepared for the subsequent face-to-face part of the training or that they were able to work through entire courses independently. Even though the large-scale roll-out is still to come, the initial results of the BSI Academy are very promising. It is already becoming apparent that the training process will be significantly more efficient in future, as fewer trainers will be needed and face-to-face courses will no longer have to be held in small groups. Added to this is the increased flexibility for learners, as the basic courses can be started at any time.
Maximilian Winnen
Business Development Manager
Questions? Let's chat!
Would you like to experience our LMS in action? Arrange your personal demo now and let our professionals guide you through the solution.
