PlainsCapital Bank Experiences Significant Improvements in Employee Knowledge
Texas-based PlainsCapital Bank has seen an increase in knowledge retention among branch employees after selecting LemonadeLXP, the all-in-one learning experience platform for financial institutions, to help with initial and continuous training.
PlainsCapital, a 32-year-old bank with 62 branches in Texas, initially considered microlearning three years ago. The bank wanted a platform that was accessible and could keep learners engaged and involved. Additionally, employees needed access to training courses that were convenient with their schedules and did not require them to leave the branch.
"We knew we needed to combine the microlearning format with continual learning; that is when our search for a learning platform began," said Jennifer Williams, vice president and banking services training manager. "Deploying LemonadeLXP enables us to provide frequent training to our employees when it is practical for them without leaving the branch or stepping away from their current responsibilities for an extended period of time. It is also an engaging format which encourages employees to seek more training opprtunities."
PlainsCapital currently has 240 retail branch "learners" using the platform since they have the most interaction with customers. They need to absorb as much knowledge as possible about the bank's digital offerings so they can be knowledgeable for customers.
"By making eLearning engaging and addictive, LemonadeLXP turns financial institutions front-line staff into advocate for their organization's digital offerings," said John Findlay, CEO of LemonadeLXP. "It is exciting to see that the employees at PlainsCapital are expanding their knowledge, which will ultimately benefit the bank's customers."
When the stay-at-home order was issued earlier this year, Williams said the bank wanted to "see what our branches knew about our online banking, mobile and call center services." To accomplish this, PlainsCapital created a seven-step, game-based course in LemonadeLXP's to drive knowledge of its eBanking Capabilities. The average grade when learners initially played was 82%.
"We needed the staff to know our e-services inside and out," Williams said. "Knowledge is key so we created difficult games that help them learn the specifics of our offerings in a way that encourages them to continue to return to learn more."
As the employees played, their knowledge scores increased to 93%. LemonadeLXP's reporting allows PlainsCapital to see scores for each game and the overview for individual questions within the games. PlainsCapital plans to expand the use of LemonadeLXP among its 1,135 employees.
"I think any department could benefit from LemonadeLXP from a reinforcement and knowledge point, but I can think of five other specific departments that have client interactions and can be more up to date on procedures when speaking with our clients," Williams added. "Our bank does a great job with this already, but if we can continue to learn, grow and excel, then we will be better than our competition."