Streamline Learning Systems

Fincentric Corporation was founded in 1986 as Prologic Computer Corporation. In 1987 they launched the world's first PC-based banking system, revolutionizing the banking industry. Since that time, they have grown substantially, expanding their product lines and offerings in an effort to help financial institutions adopt more customer-centric business strategies. They strive to be the extraordinary global provider of e-software, resolving the complexities facing converging financial enterprises by delivering revolutionary wealth management and one-to-one marketing through the Internet, wireless devices, and other channels.

In December 2000, Fincentric contracted Streamline to develop a CD ROM based training program intended to be the first step in a certification program for their
Wealthview� wealth management software. As a company, Fincentric was experiencing record growth that resulted in a number of client support and education challenges. Their feature-rich software combined with a global customer base made traditional scheduled training a costly and often inefficient endeavour for their clients. In December 2000, initial client training consisted of small units of selected client staff travelling to Fincentric's training facility in their Richmond, BC head office.

	Client time/cost savings: Fincentric wanted a reduction in the amount of time client representatives spent in initial training (at their Richmond training lab) from 3 weeks to 2 weeks. As the first week of this classroom time was spent on fundamental training that could be delivered effectively at a distance, this segment was targeted for the multimedia training.
	Standardization of base knowledge levels: Fincentric trainers wanted to ensure a good fundamental understanding of Fincentric's Wealthview� wealth management software in all users. A common student understanding of Wealthview� fundamentals would allow Fincentric instructors to focus classroom time on advanced training topics, and avoid the inefficiencies inherent in a learner base with different base levels of understanding.
	Compatibility: Fincentric required that the high quality training would run smoothly on a standard 233 MHz computer with any recent versions of Windows installed (95,98,Me,NT4,2000 & XP). They also required an online certification testing/tracking solution that would work over distant (global) low-speed Internet, on all versions of Internet Explorer 5+.
	Reliability: Fincentric requested that no software installation or end user configuration be required before viewing the training. The audio-visual lessons were to run completely from the CDROM, without any computer configuration, in order to make the training as simple to use as possible.
	Audience variety: To get maximum return, the training was to be not only used for certification users, but to teach fundamentals to a wide variety of client end users and for orientation of new hires and existing employees in Fincentric.
	Interactivity: Fincentric requested that the training be developed to allow students to try the actual lesson procedures in a simulated Wealthview� software environment, and that interactive retention questions be included at key intervals to maximize retention.

As the training was developed to be a key part of a certification program as well as for general software training, the package had to deliver content extensive enough for certification of power users, while still making sense to new and inexperienced users participating in the training for general orientation purposes.

To record training success, Fincentric required an online certification exam system to go with the training, so that remote certification users could take their final recorded exams at a distance and be sent their certificates. In addition to the exam delivery component, Fincentric wanted the exam site to include the ability for key Fincentric staff to grant/deny exam permissions, and to modify exam criteria and content on the fly (you can view their ASP/SQL online testing site at www.fincentrictesting.com).

As an additional unexpected challenge, in early 2001, Fincentric changed their name from Prologic Corporation to Fincentric Corporation, and the entire training solution had to be re-branded at the last minute.

Streamline worked remotely with Fincentric's training department to develop and organize the training content. Using email, telephone, and a working local version of the Wealthview� Banking software, a majority of the training was developed at a distance without difficulty. Initial basic storyboard outlines were developed by Fincentric and sent to Streamline where they were validated and enhanced through examination of the topics in the actual software environment. The improved storyboards were then reworded to lesson scripts to be recorded as instructor audio to accompany the lesson's visual demonstration of procedures. By having both parties involved in this content creation process, both the accuracy and fluidity of the content was greatly increased.

With the training scripts prepared, Streamline then created the animated voice-based lessons from screen captures of procedures in the actual software environment. To ensure long-term retention of key lesson procedures, voice-based hands-on activities that simulated the Fincentric Wealthview� software were also created, that allowed student to try procedures themselves, but did not require access to a real working Wealthview system. As a last step in increasing retention, non-recorded tests were included at key intervals on critical information topics.

To ensure the usability of the package all user types, an intuitive go-anywhere menu system and navigation structure was then developed to allow any section of the training to be accessed at any time, in any order, and as often as necessary.

In the finished package, 5 complete modules of training were provided, including 13 audio-visual animated lessons, and 9 fully functional interactive software simulation lessons. 15 non-recorded tests were also included in the training, including feedback on scoring results, in order to ensure the retention of critical information by all users and to prepare certification students for their final exams.

To provide a personal touch to the training, each module featured a full-motion personal introduction and summary video by Tim Lazaroff, the Director of Training at Fincentric. Streamline staff wrote, directed, and filmed the personal video sequences using company digital video and lighting equipment, and compressed them for high-quality computer delivery in the package.

With the training completed, Streamline developed a complete customized online ASP/SQL database-driven testing site through a partnership with MediaWeb Solutions Inc. The online exam site was to be used to deliver certification exams, and to centrally manage the training user base.

As a last step in development, to help with the new "Fincentric" branding, Streamline developed a short promotional video that plays whenever the training CD is inserted. The short video (click here to view) was designed to help reinforce Fincentric's "Financially Focused, Customer Centered" branding.

The Fincentric project was delivered on schedule, according to budget, and has exceeded Fincentric's expectations. With the new ability to deliver low-cost fundamental software training on their software, Fincentric has been able to get users to a uniform level of understanding before they attend more complex instructor-led courses, and maximize on classroom instruction time.

Fincentric staff feel the multimedia training package has also significantly enhancing their client training offerings, eased the process of internal employee orientation on their software fundamentals, and helped them differentiate in their marketplace.

Through the use of the training package, users have been successfully certified on the fundamentals of Wealthview� software in areas as remote as China and Argentina.

The online testing site that we created (www.fincentrictesting.com) for this project is not only being used with the CD training package, but to deliver 8 additional exams at the end of important instructor-led courses. The online ASP/SQL exam delivery system has proven a valuable system for the efficient central management of their learners.

Fincentric is assessing the viability of a second e-learning initiative.

"...the work you have turned out is excellent and I could not be happier. It's been a real pleasure working with such competent professionals and I'm looking forward to a continued business relationship."

Tim Lazaroff
Training and Course Development Manager, Fincentric Corporation