Overview

A few years back RSA approached Davies Learning Experiences with a big question: “What role and value does a digital learning platform have for RSA and how do we better structure/prepare the service and sales organisation for this opportunity?”

RSA were aware that their in-house Learning Management System (LMS) was perhaps not being used to its fullest potential, with key learning not always reaching the intended employees. The content that was on the LMS had become stale and was no longer aligned to the modern learner (engaging, interactive, bite-sized). The data and insight capability of the LMS was not being fully realised with management missing an opportunity to receive useful information that could drive the business KPIs.

The Approach

The Davies Learning Experiences team worked closely with RSA stakeholders to:

The Delivery

Based on the information we garnered from RSA users and data collected from the LMS itself, we made the following recommendations:

• Change the mode in which internal learning content is built. Content must be utilised in a variety of modalities and be engaging and shorter in duration.
• Develop a clear link between learning offerings and measurable business outcomes. From this a clear ‘end-to-end Learning Lifecycle’ was built for RSA Personal Lines.
• A rebranding and relaunch of the LMS was needed with a clear link to RSA’s ‘Digital First’ strategy.
• Learning spaces needed to be built within the call centres that allowed the learners the freedom to learn away from their usual desk.
• Dedicated personal learning time needed to be built into capacity planning and preserved.
• Role specific learning pathways needed to be built for all key roles for both existing employees and new hires.
• The adoption of Errol Owl to help with knowledge retention and gamification of content.

The Feedback

“We were very impressed with Davies’ expertise in helping us to understand and then define our steps towards a best in class training strategy.”

“Our business results are driven by our brilliant, capable people. Davies helped us to define and implement what was needed in the modern digital age to deliver legendary service to our customers” 

RSA Customer Services Director

The Results

The recommendations made by Davies Learning Experiences saved RSA from having to invest in a replacement LMS that would have further delayed the modernisation of their content and impacted KPIs.

With a rebranded LMS, learner pathways, dedicated learning time and enhanced e-learning design capability, RSA are able to produce content that engages the learners and positively impacts business metrics.