Challenge

FifthThird Bank provides banking services for 5.8 million customers, including services tailored to other financial firms. When FifthThird introduced a new product for card processing services, called Issuer Direct, they looked to Centrax to develop a training program to be packaged in with their product when customers purchased the software. FifthThird was in need of an interactive, engaging training piece to add value to the product being sold.

Solution

Centrax created a three-hour training program using a combination of instructor-led software simulations and interactive exercises, based on a “Show Me/Try It” model. An animated host offered tips and help throughout the course, and the interface allowed users to go directly to an individual function or view the entire course in order. In addition, Centrax created multiple branches within the program so that the user could view training scenarios tailored to whether their institution issued Visa or Mastercard credit/debit cards. Screen captures from the actual software, combined with interactive Flash programming, allowed learners to enter and manipulate data in a safe and engaging environment.

Value Proposition

• Delivered just-in-time training for customers of FifthThird Bank’s card processing customers.
• Demonstrated the functionality and purpose of the new software through top-down and bottom-up instruction.
• Provided added value to FifthThird’s new product launch.