MARK JULIUSSanlam

Driving User Adoption and Business Optimisation in Sanlam through ANCILE uPerform

Agenda

Overview of the Sanlam Group1

uPerform (SAP Productivity Pak)2

Our Challenge3

Summary and Outcomes6

Lessons Learnt7

The Solution4

Case Study: Client Care Centre5

Overview of the Sanlam Group: Sanlam’s Vision

… to be the leader in client-centric wealth creation,

management, & protection in South Africa1

… to be a leading pan-African financial services player

… have a meaningful presence in India and South East Asia2

… to play a niche role in aspects of wealth & investment

management in specific development markets3

Where do we operate?

India

Malaysia

Philippines

Ghana

The Gambia

Kenya

Uganda

Rwanda

Burundi

Tanzania

Malawi

Zambia

Botswana

Namibia

Swaziland

South Africa

Switzerland

United Kingdom

USA

Australia

Ireland

Mozambique

Morocco

Algeria

Tunisia

Mali

Senegal

Guinea

Burkina Faso

Cote D’Ivoire

Togo

Benin

Nigeria

Cameroon

Gabon

Republic of the Congo

Angola

Zimbabwe

Madagascar

Mauritius

Lesotho

Saudi Arabia

Lebanon

Niger

Niger

Luxembourg

France

Emerging Markets - Indirect presence

Emerging Markets - Direct presence

Developed Markets

Saham Finances presence

Sanlam and Saham presence

SAP LMS 2006

uPerform 2008

Workforce 14000 +

Sanlam Products & Systems

28 Products CCC

Workforce: 700+

93 Walk-in Centers

SAP Landscape

Sanlam’s User Engagement Challenge

Create, manage and distribute training & support content?

Drive down overall training costs?

Assure employees adopt to standard ways of working?

Continuously train our workforce in an engaging and effective way?

How do we…..

Learning Landscape

o Facilitated classroom Training

o Manuals, “how to” guides

o Distance learning (live online

instruction), delivered remotely

over a desktop

Traditional

Why traditional training has become a challenge

Time

Limited time

for classroom training

Scheduling time away

from daily tasks

Inconsistent availability

because of flex time

Access

Limited access

to relevant, role-

specific content

Modality learning

types not available

Preference for mobile

devices

Complexity

Subject matter

expertise essential

Rapidly changing

technology

Agile methodologies

prompt frequent

process changes

Learning Landscape - Shift

o Classroom Training

o Manuals, “how to” guides

o Distance learning (live

online instruction)

Traditional

o Online learning platform

o Blended learning

o Imbedded “just in time”

help

Pacesetter: Online Learning

As technology becomes more complex, focus shifts to “just in time” learning.

Users can’t retain everything learned upfront, especially seldom-used features or flows.

How did we approach this Challenge? Introducing ANCILE uPerform (a.k.a. SAP Productivity Pak)

User Enablement Driving User Adoption

uPerform provides the fastest, easiest way to create, manage, and distribute (software)

learning content that drives user adoption across the entire software lifecycle.

Content Creation Content Management Content Distribution

• Rapid Recorder

• Object based (XML)

• Integrate multiple content

Types

• Editor

• Conceptual eLearning

• Document Lifecycle

• Collaboration & Project

Management

• Translation, Voice Overlay &

Text to Speech

• Multi-output Types

• EPSS Context Sensitive Help

(Embedded Performance Support System)

• SCORM Package

• Web-portal

Single Parent Document – Multiple Outputs

Master or Parent Document

Simulations

Guided Help

Work Instruction

Cue Cards

Quick References

Configuration

Information

Training Material

Exercise Data

Test Scripts

Context-Sensitive Help

EPSS Website Portal

SAP – Support On the Job for ESS

SAP Employee Self Service Portal

Leave Request

Bank details

Performance Development

Online help available in the form of SAP simulations and work instructions

SAP LMS – Distribution of courses

Learning Approach Shift – Case StudySanlam Client Care Centres (Branch Offices)

• Across the country

• Face to face connection with client

• One agent per office

What are we facing daily?

Handle 16 000 interventions daily

• 6 000 calls offered

• 4 300 closed mail service requests

• 4 500 closed e-mail service requests

• 1 200 walk-in clients

CCC: How our journey started

Problem

Cost of training

Who?

Branch offices

GoalReduce cost and develop a culture of

learning

Solution

ANCILE uPerform

(SPP)

How our journey started

Cost of Training Goal and solution

Living expenses: Reduce Cost

• Guest house (5 weeks) • Introduce a Culture of Learning

• Meals and Laundry Classroom training

Accommodation • eLearning courses (uPerform)

Travelling expenses • Facilitator Assistance

• Flying to Cape Town SAP LMS

• Transport (airport and head office) • Schedule eLearning courses (SAP

Relief Workers

How did uPerform (SPP) help us on our journey?

• 5 weeks

training

• All training in

Cape Town

Before

• uPerform enabled shorter

curriculum

• Courses - structure and

practical in the classroom

• Made interactive self-study

back in the office possible

• 3 weeks training

in Cape Town

• 17h self-study

• Shorter time

away from home

AfterHow?

How did uPerform (SPP) help us on our journey? -Savings

Per 10 Learners 5 weeks Training

(30 days)

3 Weeks Training

(20 days)

Savings

Flights R52 744 R26 372 R26 372 (50%)

Accommodation R126 000 R84 000 R42 000 (33%)

Relief Worker R68 000 R40 000 R28 000 (41%)

Manuals R 7 200 R0.0 R7 200 (100%)

Meals R42 000 R28 000 R14 000 (33%)

Totals R295 944 R178 372 R117 572 (40%)

3 Interventions per year R352 716

Per intervention

for 10 Learners

Sanlam saved R352 716 in training costs for 3 training Interventions per annum for the walk-in centers

How uPerform assisted us in our Journey

uPerform

• To summarize and revise• With classroom training

Our processes and rules are

complex

• As pre-work before training• For further development after

training• As self-study/own

development

Before and after

training

• Allow practical learning of applications tasks (e.g. SAP transactions)

Simulations works well to

• Do transactions that cannot be trained in production.

Simulate production

environment

• Saving time and money due to reduced need for SAP Training environment

Re-use

Feedback from our users

Must have support and commitment

from Management to drive eLearning.

Management SupportCombination of uPerform

and classroom facilitation works well.

Blended Approach

Short courses with videos

work best.

Byte Size coursesuPerform caters for all the

Different learning styles using

most of their senses in

the learning process.

Modality Learning

Course focus shifted to

need-to-know

Need-to-knowLearners arrived better prepared

When courses were offered

as pre-work

Pre-work

Learners had opportunity to do practical work

In a simulated environment, before working with

Actual client records.

SimulationsClassroom training was shortened

Resulted in huge cost saving.

Cost Saving

03

04

01

Lessons

Learnt

02

Summary & Lessons Learnt

Key Outcomes & Benefits

Reducing the amount of Instructor-

led training from 5 weeks to 3 weeks

we had a savings of: R352 716.

This saving was due to the fact that

we could:

Provide the Learner with pre-work

in the form of eLearning

Provide support to the Leaner

after training with byte size

courses when help was needed in

the workplace.

Reduced Learning Infrastructure

and Support spend

ANCILE uPerform allows authors

and SME’s to quickly consolidate

documents, while creating, editing

and sharing content with employees

via our SAP Learning Management

System and uPerform server across

a wide geographical area.

The development of training material

is now more efficient than ever with

84+ authors creating, editing and

sharing learning content to 14 000+

employees.

Increased Efficiency for Authors

and Administrators

Newly trained employees in our

Client Care Centre spend less time

looking for support information.

This leads to increased proficiency

and turn around times when

assisting clients and ultimately leads

to increased productivity.

Increase Employee Efficiency and

Productivity

The average time to proficiency was

5 weeks and ANCILE uPerform

decreased this time to 3 weeks.

Saving 2 weeks added up to R352

716 saving and gained productivity

per learning intervention.

Reduced Time to Employee

Proficiency

1 2 3 4

Going forward

Increase Capacity

More capacity/ trainers

will be made available

to create eLearning

Challenges

Address challenges

reported by our

Quality Report and

Query Line solving

this using uPerform

eLearning

SuccessFactors

Link uPerform course

into SuccessFactors

Learning:

Develop, maintain and

manage content in

uPerform and manage

learning activity in

LMS. No transfer or

synchronizing required

CSH

Expand the use of in-

application, context

sensitive help (CSH)

41 32

Contact Details

ANCILE Booth

Mark Julius

Sanlam

Email:

mark.Julius@sanlam.co.za

Mobile:

+27 83 792 1608

Harm Mescher

EMEA & APJ Director

ANCILE Solutions

Email:

harm.mescher@ancile.com

Mobile:

+44 7825 032 791

THANK YOU