At First Citizens Bank, Pathlore Delivers Training On New Branch Systems

February 27, 2004

First Citizens Bank operates 337 branches in more than 200 cities and towns in North Carolina, Virginia and West Virginia. Executives at First Citizens say training on the new branch systems will be done in three phases with the LMS. Associates will use the LMS to learn new tools for a branch automation system.

“We’re relying on the Pathlore LMS to deliver the training for new branch banking systems,” said Roberta Anderson, senior vice president and manager of HR technology and development at First Citizens Bank.

Anderson says the LMS will get people up to speed on the bank’s products much faster, too. And that will help increase sales. From the First Citizens’ Intranet, associates can click on the “Learning Gateway” – the bank’s name for its LMS – and find and take the courses they need, when they want them.

“We’ve increased the pace at which we can teach our workforce,” Anderson adds. “The classes for the first phase of our branch implementation were rolled out in April and completed by November; without the LMS, it would’ve taken a year to get everyone through classroom courses.”

Along with boosting the speed of its training programs, First Citizens’ executives say the LMS has added efficiency to class registration and management. Instead of education staff registering associates for courses, now associates log onto the bank’s Learning Gateway. Once there, they can sign up for a course and get an automatic email confirmation. And the LMS offers quick and easy links to education center maps, directions to training centers, and even provides door-to-door driving directions.

“The most successful learning-management systems are designed to solve a concrete business need such as the one First Citizens had to tackle,” says Michael Brennan, program manager for Learning Services research at IDC. “Pathlore has proven repeatedly that its LMS can drive employee productivity.”

“The branch systems training at First Citizens is critical to the bank’s operations,” said Steve Thomas, president and chief executive officer of Pathlore Software. “So the bank picked a learning-management system to not only expedite the delivery of this education but also analyze how well people understand what they’re being taught.”

About Pathlore
Founded in 1995, Columbus, Ohio-headquartered Pathlore develops software that delivers, tracks and reports on corporate training over the Internet. Customers use Pathlore’s products to increase sales, comply with government regulations and adhere to quality initiatives. The privately held company’s client roster includes Delta Air Lines, NEC America Inc., Novartis, PNC Bank, Southwest Airlines, more than 100 hospitals and health care providers and government agencies in over 30 states including California, Ohio and Texas. Pathlore has offices in Australia, New Zealand and the United Kingdom. And the firm works with a network of resellers based in Australia, England, Poland and South Africa. For more information, go to