Major Challenges Faced

• Unable to meet RBI regulations of completing induction before workforces started customer interaction due to remote locations.
• Courses were not supported on mobile devices, making it difficult for remote sales team to access training on-the-go.
• Training a wide spectrum of sales workforces spread across remote locations with diverse & continuous learning needs.
• Salary processing became a challenge as joining process was not automated and manipulation of attendance data lead to legal challenges.
• Tracking and forecasting sales productivity was dififcult as actual number of sales persons on field were difficult to ascertain.

Solutions

Tenneo (formerly G-Cube LMS)’s mobile-first learning management system (LMS) app was deployed for SBI Card, rebranded as ‘mGurukul’ to meet all the requirements shared by the client. The LMS helped them with a multitude of issues ranging from compliance management to productivity.

• The ‘mGurukul’ app served the centralized platform for all remote sales workforces who could stay connected and receive instant updates from SBI Card across geographies.
• LMS helped with collecting real time data - the number of new hires joined & who can start with the training.
• The app helped SBI Card adhere to RBI’s NHO guidelines as with mGurukul, the new hires training started immediately without having to wait for trainer’s physical presence and logistical requirements.
• Mobile-enabled courses helped improve collaboration and created impactful learning experiences for sales team to go-live quickly in interacting with their customers.
• Integration of ‘mGurukul’ app with the internal HRMS portal provided real-time bi-lateral data flow from HRMS to mobile App and backwards. The data sync with LMS at regular intervals helped in managing workforce data.
• LMS assigned trainings as per the user profiles created and their job roles. The sales trainings were completed at a faster rate and workforces were able to serve their respective customers at the earliest.
• Use of LMS ensured that training courses were localized as per users’ language preferences, thereby making the workforces ready to perform their duties at a quicker rate and increasing learning uptake.

Impact

With mGurukul app and Tenneo (formerly G-Cube LMS)’s continued support, SBI Card achieved tremendous positive impact. The training delivery to the extensively dispersed sales workforce became seamless and faster. Withing a short time, the number of mobile app downloads reached 100,000+ with the following overall impact since the launch:

• 120% increase in sales by new joiners as the whole process of hiring & training has become more efficient.
• 3000-4000 workforces getting trained per week on the LMS consistently despite the huge number.
• 108% increase in overall sales productivity from 96% before the pandemic.
• 9 days reduction in induction days for customer service team, going down to 21 days from existing 30 days.
• 25000 workforces per day used the App which provided as a scalable solution.
• RBI guidelines were followed, as now training started immediately without trainer’s physical presence and logistical requirements.
• SBI Card sales force could access courses on their personalized tablets and smartphones as per their convenience.
• The LMS improved the geographic reach with an ability to boost knowledge retention and business sales.