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Success Profile

“We’re able to bring training to our workforce quickly and cost-effectively as compared to our previous methods.”

— Riaan StassenCEO, Capitec Bank

Fast FactsIndustry: Financial Services

Country: South Africa

SumTotal Product:SumTotal Learning

Capitec Bank1 Quantum Street, Techno ParkStellenbosch, South Africawww.capitecbank.co.za

Developing a Companywide Talent Management System to Deliver, Track, and Analyze the Progress of Online LearningBUSINESS CHALLENGES

■ Manage rapid growth without jeopardizing unparalleled customer service ■ Comply with new legislation on lending policies ■ Track learning activities across bank branches ■ Overhaul paper-based training system

SOLUTION ■ Capitec, with SumTotal® partner LR Learning Solutions, launched a ® partner LR Learning Solutions, launched a ®

companywide talent management program dubbed “e-village” based on the SumTotal Learning Management solution that delivers, tracks, and analyzes the progress of online learning

RESULTS ■ Replaced paper-based processes quickly and cost-effectively ■ Provides managers the opportunity to give immediate feedback and direction ■ Gives employees more personal access to learning ■ Enables employees to drive their training and development ■ Improves tracking and reporting of learning activities

MANAGING GROWTH AND COMPLIANCECapitec Bank is a retail bank that provides affordable, accessible and simplified banking with personal service. The bank’s underlying philosophy is to use innovative technology to drive down costs, to increase accessibility and to simplify client processes. In terms of talent management, Capitec’s approach is to recruit for potential and train for skill. Backing that up, over the last three years, the bank has spent 51 million South African rand, or $7 million, on developing its people.

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A number of forces caused Capitec to study the way it managed its talent. First, the bank is rapidly growing, planning 65 new branches and 300 additional ATMs. Second, management wanted to ensure that, in spite of all that growth, its commitment to delivering unparalleled customer service was not compromised. And, third, South Africa marked June 1, 2007, as the deadline by which the final phase of its National Credit Act (NCA) would be implemented by all banks. The NCA, among other things, requires banks to give consumers a clearer picture of lending practices.“Part of complying with the new act forced us to make changes to our loan products,” said Riaan Stassen, CEO of Capitec Bank. “We had to train employees about the NCA, about the changes to our services and products, and how they would have to adjust their way of working to comply with the act.” Capitec had a paper-based training system in place, but among its shortcomings was an inability to track whether or not branch staff had received instruction. “We couldn’t see whether the branches had taken training,” added Riaan. “And if they had taken training, we couldn’t determine how much they learned.”Riaan added, “The more informed the branch staff is, the better the customer can be served. Customers can sense when staff are unsure or uninformed. We wanted the staff to be confident with our new changes and new systems. We wanted them to get information in time. And with our paper-based system, it wasn’t timely.”

THE e-VILLAGE FOR ONLINE LEARNINGCapitec prides itself on its use of forward-looking technology for banking, and wanted its learning ecosystem to be innovative. To develop a talent management strategy to meet the bank’s challenges, Capitec turned to South Africa’s LR Learning Solutions, a division of Learning Resources. “We wanted to deliver and implement an online learning ecosystem,” said Gavin Janse van Rensburg of Learning Resources, “including content and technology, which would develop and train employees in a way that boosted performance and customer satisfaction.”On March 1, 2007, Capitec, with LR Learning Solutions, launched a companywide talent management program dubbed “e-village.” Capitec’s e-village delivers, tracks, and analyzes the progress of online learning using SumTotal Learning Management.One of Capitec’s challenges in getting e-village built was how to fit it the existing network architecture and utilize bandwidth effectively. The bank’s production system runs over the same network as e-village, so Capitec found a way to work alongside the bank’s centralized server. “We have decentralized servers in each branch,” said Stassen. “So we chose to distribute our e-village learning content to each server when we have content to share with staff. This is the first time we have implemented a system in this way, but it’s an excellent way to overcome the challenges of bandwidth.”To publicize e-village, Capitec created a buzz with internal marketing that excited employees and drove them to log onto the online “village” powered by the SumTotal talent management platform. Capitec published an internal newsletter to educate employees about e-village months in advance of the launch of the system.“To inform and energize employees about e-village, we also gave out more than 2,000 earphones wrapped in packaging with the e-village logo,” said Stassen. “Employees could use the earphones to listen to their customized learning and development programs delivered via SumTotal’s system.”

“Capitec’s e-village delivers, tracks, and analyzes the progress of online learning using SumTotal Learning Management.”

— Riaan Stassen CEO, Capitec Bank

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About Capitec BankFounded in 2001, South Africa-based Capitec Bank is a retail bank employing more than 2,100 people that provides accessible and affordable banking services to low-income clients via the innovative use of technology. The bank’s innovative practices have been so successful that the Financial Mail, a weekly South African financial magazine, placed Capitec first among the FM’s Top Companies rankings. Capitec Bank’s innovative Global One facility proves that there is a real alternative to the local traditional banks when it comes to financial products and services. This single banking facility offers a range of transacting, saving and lending options which are all accessed using a paperless, card-driven process in real-time. Capitec Bank was established on March 1, 2001 and Capitec Bank Holdings Limited was listed on the JSE Securities Exchange on February 18, 2002.

QUICK AND EFFECTIVE TRAINING DELIVERYAmong the first online courses delivered to bank employees was one on the NCA, which integrated training with simulations as well as assessments. With e-village in place, Capitec was able to determine whether employees were actually learning and understanding the business changes tied to the National Credit Act.With e-village, Capitec’s staff can sign on for training at their workstations, and the bank’s trainers are able to analyze what workers are learning and mentor them. The e-village automatically prompts staff when a new course becomes available, or the content of a course has changed, or an assignment is overdue. “The coaching capabilities of this system provide our managers with the opportunity to provide immediate feedback and direction if necessary,” said Stassen.SumTotal and Learning Resources were able to run and deliver a well-executed project, according to Stassen. “Our roll out and launch went as we planned and the implementation was smoothly done. We’ve been up and running for a few months, so it would be hard to spot the ROI, yet. But we know we’re able to bring training to our workforce quickly and cost-effectively as compared to our previous methods.”“Our e-village gives employees more personal access to learning; they can achieve more on their own schedule, and take assessments to reinforce that what they’ve learned,” said Stassen. “In the future, we hope to be able to do simulations on our banking system and product flows.”