Business Credit Cards

Increasing banker confidence when discussing and recommending business credit card products.

Industry

Financial Services & Insurance

Focus area

Customer Service & Experience || Sales & Product Training

Approach

eLearning & Digital Learning || Immersive & Experiential Learning || Performance Support & Workplace Tools

Service

Digital learning solutions

At a glance

What was the challenge, and what changed?

The challenge

What we built

The result

The full story

How did the project come together?

About our Client

BNZ is a leading commercial bank in New Zealand. With a history spanning over 150 years, BNZ provides a wide range of banking services to individuals, small businesses and large corporations.

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Their Brief

BNZ identified some confusion in the wider team around their range of business credit card products. They were looking for a solution that would not only help their business bankers feel confident in their knowledge of the different types of business credit cards, but also equip them to initiate and navigate conversations with customers.

As the module was not mandatory, the challenge was to create something that was engaging and enjoyable. The digital learning solution also needed to comply with BNZ's accessibility requirements and be delivered via their LMS.

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Our Role

To help BNZ's business bankers have confident and credible conservations around business credit cards, we concepted a scenario-based learning experience from a first person perspective. To ensure an authentic experience, we worked closely with subject matter experts to create customer profiles that we realistic and relevant. Working together, we identified the frequent obstacles and stumbling blocks for the bankers, which we used as decision points in the scenarios.

Through immersive scenarios, business bankers practised spotting opportunities, determining customer needs, recommending the right card, and explaining the benefits to customers. As the bankers progressed through the module, they experienced success by making the right decisions and providing great payment solutions for their customers, thereby tapping into their inherent motivation to satisfy their customers and reinforcing the importance of providing excellent customer service.

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Their Results

BNZ now has a digital learning solution that:

enables their business bankers to proactively initiate business credit card conversations
supports their bankers in confidently recommending the right credit card
promotes increased sales of business credit cards
is accessible on demand via BNZ's LMS

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