Case Study: VCFSUK Achieves 94% User Engagement With Elephants Don’t Forget

Challenges

Volvo Car Financial Services UK Limited (VCFSUK) transformed their culture around employee compliance testing and established an FLA-approved training programme for SAF Expert equivalency with Elephants Don’t Forget.

VCFSUK had found that negative test perceptions were an impediment to employee performance for Specialist Automotive Finance (SAF) competency.

They wanted to implement mechanisms that helped their people sustainably learn, retain and apply business-critical knowledge within their role, moving away from testing procedures that inadvertently encouraged short-term improvements in knowledge pre examination.

To demonstrate SAF compliance, the Finance & Leasing Association requires a pass rate of 75%, whilst the pass rate for VCFSUK is 80%.

As a qualifier to complete performance-related objectives, repeated failures to pass would heighten candidates’ test anxiety and decrease confidence.

All staff were required to self-study the material before sitting an annual 60-question, 60-mark online exam.

Candidates who were eligible under D&I would receive an additional 15 minutes.

Recognizing that people have different learning styles and abilities, VCFSUK socialized an artificial intelligence solution – Clever Nelly of Elephants Don’t Forget – to customize learning pathways for their employees.

The Solution

Rather than focus on a single-point-in-time measure, Clever Nelly provides VCFSUK with evidence-based reports of individual knowledge levels in real time that supplement the FLA’s annual test.

Users receive two questions per day taken from the FLA’s bank of 180 examination questions, answered as a 60-second timed assessment.

These are distributed automatically by the AI to identify and repair individual gaps in knowledge.

Learners who maintain a compliance score of 80% or more are considered to have the level of sustained knowledge to be classed already as a SAF Expert.

If they score under 80%, the AI responds by intervening with supplementary learning to increase the speed of knowledge acquisition, and the user completes a 60-question exam within Clever Nelly to pass the SAF Expert threshold.

Where an 80% engagement rate is considered to be the minimum requirement for the AI to work optimally, 94% of VCFSUK’s user group passed this threshold for optimal performance within Clever Nelly.

The Results

In its first year of deployment, Clever Nelly supported VCFSUK to surpass the industry pass rate by 17.3%, with an average SAF Expert examination score of 88% in 2021.

Having achieved an average score of 90% in 2022 – a marked 20% above industry requirements – they have succeeded in instilling evidential employee competency within their organization.

VCFSUK are the first in their sector to gain SAF Expert equivalency without the need for examination by utilizing their own innovative solution with FLA approval.

From a cultural point of view, it’s allowed them to frame knowledge in a positive and engaging way.

There’s been a healthy competition between colleagues, which has been fun, and they’ve seen speed-to-competency improve in time for testing for new hires.

“Our highest annual test score came from one of our newest team members, who had almost no previous experience with the subject matter, but was consistently a top Clever Nelly user,” said Mike Lucia, Head of Learning and Development.

Looking more closely at the measurable benefits achieved through Clever Nelly:

• 90% Average employee competency on FCA-related testing.
• 94% User engagement with Clever Nelly, without a single non-engaged employee.
• 20% Annual compliance testing targets surpassed by 20.

This blog post has been re-published by kind permission of Elephants Dont Forget – View the Original Article

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Author: Elephants Dont Forget