St.George Bank recently made a significant investment in a CRM system to help them better serve their customers while increasing the profitability of those relationships. However software doesn't build relationships, people do. So it was critical to make sure that staff could put this new methodology into practice with customers.

At the same time, St.George wanted to create a holistic learning experience that would bring together the key learning outcomes from disparate training activities (face-to-face sales training, online and face-to-face product training, online compliance training) to create a holistic customer contact experience for the learner.

To achieve this goal, Online Learning Australia created a customer simulator where learners were able to practice these skills in a safe learning environment. Limited call centre and branch training times were taken into account and as a result, each learning module focused on a single call with varying numbers of short customer interaction segments.