A Case Study of ICICI Bank

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Customer Overview

ICICI Bank (Bank) is India's second-largest bank, has a network of 2,533 branches and 6,601

ATMs in India, and has a presence in 19 countries, including India. ICICI Bank offers a wide

range of banking products and financial services to corporate and retail customers through a

variety of delivery channels and through its specialized subsidiaries in the areas of investment

banking, life and non-life insurance, venture capital and asset management.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and

was its wholly owned subsidiary. ICICI was formed in 1955 at the initiative of the World Bank,

the Government of India and representatives of Indian industry.

In the 1990s, ICICI transformed its business from a development financial institution offering

only project finance to a diversified financial services group offering a wide variety of products

and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In

1999, ICICI Bank becomes the first Indian company and the first bank or financial institution

from non-Japan Asia to be listed on the NYSE. ICICI Bank is the only Indian brand to figure in

the Brand Top 100 Most Valuable Global Brands Report 2011, second year in a row. ICICI Bank

ranked 5th in the list of "57 Indian Companies", and 288th in World Rankings in Forbes Global

2000 list.

Business Challenges

ICICI Bank is a Learning Organization and well focused on its employees learning and

development activities. ICICI Bank was using a third party Learning Management System

(LMS) to carry its E-Learning initiatives. The LMS was not able to meet the ICICI Bank’s high

level business challenges to carry the learning and assessment activities. Many critical needs

for successfully managing the employee learning and training were not met by the existing LMS.

As the bank has grown in size, the number of employees and training needs have been

increased in large and the existing LMS did not address those needs. The following are the

major challenges faced by ICICI bank to run a smooth training program for its employees on

time.

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1. The usability of the application was a major challenge, as the application required more

number of clicks for an employee to perform their learning activities, which discouraged

employee’s learning interest.

2. The existing LMS did not support a large number of concurrent users as the bank

needed 1500 to 2500 concurrent users to access the application.

3. The learning management team remained clueless on employee’s learning progression

as the system was not generating learning assessment report.

4. There was no provision for classroom training scheduling and management in the

existing LMS and as a result the classroom training program was very much

disintegrated from the online self learning.

5. Learning Policy or Learning Continuum of the organization could not be defined and

managed through the existing application. Learning Continuum defines training needs

for a role, department, grade etc. and enables training requirements of an Organization.

6. Application customization based on the business requirements was completely absent

and inadequate customer support service.

Excelsoft’s Support

Having considered the business challenges and other training needs of ICICI bank, Excelsoft

proposed SARAS Learning suite (SARAS) with the required user interface and branding

customization. The project implementation planned in phased manner, starting with online self-

learning and huge data migration and classroom training management. A large number of data

including courses, employee records and assessments have been migrated to SARAS from the

legacy LMS.

The Intuitive user interfaces of SARAS encourages ICICI Bank employees to quickly get into

their learning and assessment activities, and monitor progress against their learning continuum.

SARAS exceeds the concurrency requirement of ICICI bank and supports more than 2500

concurrent users to access a course simultaneously. SARAS enables course catalog for

employees’ self-registration of courses to proceed in their learning activities. Employees take

online tests and assessment during the schedule in an efficient and effective manner. The bulk

enrollment facility makes administrator’s job easy, as it enables administrator to search a group

or individual and perform the enrollment. Administrators view and monitor employees’ learning

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and assessment progression to send notification/reminder messages to employees or their

reporting managers about the progression. SARAS facilitates automatic course enrollment for

employees based on their learning continuum, which reduces significant amount of time and

efforts of the training administrators and ensures smooth functioning of Learning and

development.

At present 50,000 employees of ICICI Bank’s are accessing SARAS across India and globe,

and ICICI Bank offers about 300 courses through SARAS.

About Excelsoft

Excelsoft offers value added products and services in the e-Learning domain, which serve the

interests of educational publishers, universities, corporations and schools as well as the

governments and defense. Our e-Learning applications include the SARAS Virtual Learning

Environment, comprising of a Learning Management System and an Assessment Management

System. We also offer SARAS Learning Spaces - an e-Learning portal that leverages Web 2.0

technologies to promote informal learning. We offer solutions in the technology and content

domain and are equally comfortable in both. Excelsoft architects, designs and develops large

technology solutions and digital content for some of the best known organizations, worldwide.

SARAS – e-learning solutions framework and the product suite developed around it has

successfully penetrated the international markets in corporations, universities and schools,

publishers, e-learning portals and governments.

For More Information

Email: info@excelindia.com

Phone: +91 821 4282000

+91 821 4002200

Please visit: www.excelindia.com