First Financial Bank | ImpactSales
16921
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First Financial Bank

Case Study: First Financial Bank

Customized Product Training Suites

The Situation

With 69 branches, over 1,700 employees and exponential growth, First Financial bank needed a solution to ensure consistency across all branches. As First Financial grew, the product and service offerings grew as well. The traditional means of training new employees in a live face to face setting was just no longer feasible. To meet the full needs of their customer base, First Financial recognized that simply taking orders wouldn’t cut it. Additionally, while core products are standard from one branch to another, each branch has unique customer demographics and needs. It was important that Branch Managers were a part of shaping the customer relationship experience within their branches and teams. The challenge – maintain consistency in training core product lines with flexibility to customize and reinforce individual branch identity.

The Solution

Blended Learning Solution with Customized product training combined with consultative selling skills. Train the trainer and coaching materials.

 

After meeting with Sr. Leaders and Regional Branch Representatives, we customized a program that standardized products and solutions training and also enabled branches to flex their individuality.

 

Because core product training was cornerstone to this initiative, Impact Sales developed four interactive e-learning suites based on core banking solutions including personal banking, lending, business banking and investments/wealth management.

 

This had to be more than just product training – the module had to equip employees with the skills and knowledge to identify customer financial needs across multiple cross functional offerings and cross sell. To meet the challenge – we incorporated real life practice interactions where learners practiced having conversations with customers, recommended products and were provided feedback all in an asynchronous environment.

 

Coaching, Support and Branch Customization

 

To accommodate the unique demographic needs of each branch and to help sustain learning, we provided branch managers with customizable learning plans, train the trainer materials which suggested hundreds of live interactions to support and apply learning at branch level and coaching guides to support each individual team member on the journey.

  • “This program has made me evaluate my service skills, and today I have been very conscious of how I talk with customers especially on the phone. I think the program is really beneficial. I used to be afraid to make recommendations and referrals to customers but I find them coming naturally as I am aware of more opportunities. Knowledge of other areas within our firm has helped me gain confidence to make referrals. I have exceeded my referral goals three months in a row now! Thank you!”

    Jenny Henkle – First Financial Bank

The Results

“The DVR (Impact Sales) Blended Learning Curriculum is a comprehensive approach that really works. Our branches that are utilizing the customized product training e-learning program with corresponding coaching are realizing positive new account growth, while our branches that are not using the program are experiencing account deficit. My time onboarding new employees has been cut in half. These modules have saved us thousands of dollars in training expenditure.”

 

Courtney Jordan, S.V.P of Training and Development, First Financial Bank shares

 

“Features and benefits are only features and benefits. These Suites help our employees apply our specific products to different customer scenarios and applications. The suites are interactive, engaging and come with coaching tools to help managers support and reinforce the learning. This is truly a unique and state or the art program that will save us countless training hours while enhancing our customer relationships.”

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  • Included in the Program:

    • Custom-designed e-learning modules
    • Custom-designed Personal Banking Suite
    • Custom-designed Lending Suite
    • Custom-designed Commercial Banking Suite
    • Skills and knowledge assessment
    • Train the trainer materials
    • Coaching materials
    • Communication plan and collateral
    • Blended-learning strategy