Having committed to an exciting ‘Change Programme’ that will see the replacement of all existing branch, mortgage, investment and insurance administrative systems, Dunfermline Building Society (DBS) immediately recognised that employee training would be a key element to the project’s success. DBS set out to find the best possible training software to ensure their employees could comfortably learn about the new systems and pass on its many benefits to their customers.
Stewart Cooper, General Manager of Operations at Dunfermline Building Society, said, “All of our employees across the Branch network, Contact Centre and Headquarters will be tasked with delivering the improved customer experience that our new systems are designed to address. The ideal way to ensure this happens would be to provide our employees with the opportunity to be taught about the new system, to try it out and then be tested on their understanding of how it works, months before the real roll-out takes place. We simply didn't believe that this kind of approach to training was actually possible until we witnessed VeriSIM's unique T3 simulation software in action.”
To give employees adequate time to train on the new systems, DBS wanted a training solution that would allow full system training and practise, significantly before the ‘live’ version would be available. They also wanted to avoid unnecessary travel to and from regional training centres. VeriSIM’s vSIM T3 gives DBS exactly what they were looking for - a fully functional, pixel and data perfect simulation of their new system, enabling the entire employee base to be trained at their current locations, months before the ‘live’ system is ready.
Furthermore, the vSIM T3 system teaches the employee all of the work flows required for their role, lets the employee try out the full system, experiencing exactly how the real system behaves, and then when the employee is ready, tests the employee on their understanding of the system. vSIM T3 also provides the HR department with a real time reporting dashboard that produces a company wide view of training progress.
Cooper adds, “Due to VeriSIM’s revolutionary software, we will be able to go ‘live’ with the new systems as soon as they are installed across the company. Our employees will benefit by enjoying all the time they need to get used to the new systems, and our customers will benefit by experiencing an even better service from our superb and well trained employees.”
James Anderson, CEO of VeriSIM, said, “Dunfermline Building Society is clearly focused on improving an already outstanding track record in customer service. By selecting VeriSIM’s vSIM T3 software, they have shown they understand that the customer-facing employees need to be given plenty of access to new systems prior to being expected to use them in a ‘live’ environment. With VeriSIM’s software, Dunfermline Building Society will be able to do this and start using the new ‘live’ system the moment it is available across the society.”
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About Dunfermline Building Society
Dunfermline Building Society was established in 1869 and currently has 33 branches and 39 agencies, covering Scotland from Kirkwall in the north to Castle Douglas in the south; from Paisley in the west to Tranent in the east; Head Office is in Dunfermline.
Over 350,000 members enjoy branch-based, postal and telephone service while the Society’s website www.dunfermline-bs.co.uk provides on-line information on rates and community involvement. Services include a range of investment and lending products, both residential and commercial, together with the provision of insurance services, personal loans, credit cards and foreign currency.
Founded in August 2000, VeriSIM develops applications and tools, which create fully functional replicas of real software systems for use in user training, customer marketing and prototyping. VeriSIM’s applications deliver substantial value to a wide number of industry sectors, such as financial services, utilities, Government and telecommunications, by creating a true user experience without the inherent costs, risks and limitations in providing access to the live system or parallel environment.
VeriSIM’s product portfolio is optimised for specific areas of industry including: banking and financial services systems; calls centres, retail delivery and CRM software systems; dealing/trading systems and software application development. VeriSIM’s clients include: The Royal Bank of Scotland, Intelligent Finance, Dunfermline Building Society, Tesco Personal Finance, Bank of Scotland, Bright Grey (a division of Royal London) and Halifax Plc.
For further information please contact:
Jonathan Kerr Tel: +44 (0) 1383 427 607 Fax: +44 (0) 1383 427 360 Email: firstname.lastname@example.org
Stephanie Kane Tel: +44 (0) 20 8759 0005 Fax: +44 (0) 20 8897 3242 Email: email@example.com
Dunfermline Building Society
Stewart Gunn, Corporate Communications Manager Tel: +44 (0) 1383 627 723 Mobile: +44 (0) 07799 657 969 Email: firstname.lastname@example.org.
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