Pacific Life Case Study: Delivering Employee Compliance Training Online to Reduce Costs and Increase Productivity

8/3/2019 Pacific Life Case Study: Delivering Employee Compliance Training Online to Reduce Costs and Increase Productivity

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www.sumtotalsystems.com

Success Profile

“SumTotal was clearly the best choice based

n its flexibility, scalability and reporting

power... SumTotal’s real-time, out-of-the-box

reporting gave us a great view of enrollment,

ctivity and training results — something we

ouldn’t get from our old system.

— Justine Milberg

VP, Pacific Life eAcademy

Fast Facts

Industry: Financial Services

Country: United States

Users: 2,900+

SumTotal Product:

SumTotal Learning

Delivering Employee Compliance

Training Online to Reduce Costs

and Increase Productivity

DELIVERING COMPLIANCE TRAINING

n 1997, the company launched the Pacific Life Academy, a “brick and mortar”

corporate university at its headquarters in Newport Beach, California. In addition

o a wide variety of business skills and technology courses, the Academy delivered

man ate nstructor- e c assroom tra n ng n areas suc as arassment an

confidential information.

mp oyees an managers were ent us ast c a out t e ca emy, ut t e

c assroom e very mo e ma e t cu t or e sta to part c pate, an c asses

reduced employee productivity by interrupting their daily tasks. The cost and time

o develop new mandated courses also hindered the Academy team’s ability to

create an ntro uce ot er us ness an tec n ca courses to enr c emp oyee

s s an career eve opment.While the Academy grew, increasing regulatory complexity led to the creation of a

new corporate compliance department at Pacific Life. The new department turned

o t e team at ac c e ca emy to e p communcate t e company-w e

introduction of a new Code of Conduct and other critical compliance information

and learning activities.

ONLINE LEARNING AND REAL-TIME VISIBILITY

o meet t e comp ance tran ng c a enge, t e ac c e ca emy aunc e t e

eAcademy to add online learning to the mix of learning activities and to streamline

learning management across the organization. The Vice President, Justine Milberg

and the Program Director, Greg Cleveland wanted to create a comprehensive online

earnng env ronment to eve op, e ver an trac usness, ea ers p eve opment

an tec nca s s tra n ng an measure t e mpact o t at tra n ng on t e companys

business objectives.

ur comp ance team agree t at an n t atve o t s magntu e requ re an e-earnng

so uton t at cou eas y e con gure to a ress ac c es un que processes,

business goals, product offerings and management development priorities,” said

Milberg. “We were eager to bring enterprise-wide learning technology into the

company to ensure the success of the compliance training initiative.”

Pacific Life

Newport Beach, CA, USAwww.pacificlife.com

http://www.sumtotalsystems.com/

http://www.pacificlife.com/


http://www.pacificlife.com/




ter an ex austve searc , ac c e seecte um ota earnng anagement as

he platform for the new eAcademy. Milberg added, “SumTotal was clearly the best

choice based on its flexibility, scalability and reporting power.”

e ca emy an orporate omp ance epartments wor e w t um ota

and its partner, VitesseLearning, to develop eight 30-minute online courses that

introduced Pacific Life’s Code of Conduct. The courses, built around the theme,

It’s My Responsibility,” begin with a personal message from CEO, Thomas Sutton,

w o wecomes users to t e new mo u e y reteratng t e company s top- own

commitment to honesty and ethical conduct as building blocks for its success. To

enhance the learning experience, the interactive courses feature employee photos,

matching exercises and audio cues.

SumTotal and VitesseLearning helped us address one of our biggest challenges:

building 100-percent custom content that was Pacfic Life-centric,” Cleveland noted.

urng t e comp ance tran ng ro out, t e ca emy team use t e p at orm s reportng

features to track results for corporate compliance, share data with employees, and

highlight each division’s progress in completing the compliance curriculum. These

reports prov e execut ves w t rea -tme v s ty nto tran ng progress to accurate y

assess t e r v s ons comm tment to mp ementng t e o e o on uct. s open

approac to commun cat ons nsp re greater teamwor an a eat y compett ve

culture that led to outstanding adoption and completion rates.

erg a e , um ota s rea -tme, out-o -t e- ox report ng gave us a great v ew o

enrollment, activity and training results — something we couldn’t get from our old system.”

ccor ng to eve an , eac earn ng act v ty s t e to one o t e companys us ness

goa s. n a t on to t e comp ance curr cu a, t e e ca emy course cata og nc u es

courseware on business skills (i.e. capital markets, finance, customer service, project

management, sales and Six Sigma quality assurance), management and leadership

development, desktop software applications and technology training.

INCREASED PRODUCTIVITY AND REDUCED COSTS

Pacific Life has dramatically increased employee productivity, reducing training

cycle time by 82 percent to allow representatives to dedicate more time to serving

c ents. e company a so as een a e to rea ocate resources to ot er cr t ca

us ness n t at ves y rea z ng a percent re uct on n tra n ng expenses. s ng

um ota s ro ust reportng an not cat on eatures, ac c e as re uce

administration and maintenance time for mandated training initiatives by more than

0 percent. The compliance training project has achieved remarkable success.

ccor ng to erg, t e company ac eve percent comp et on on eac

o t e man ate on ne courses. e ease o use o t e system an qua ty o

raining content were extremely well received by our users,” said Milberg. “We

were very pleased that they embraced online learning and adopted it so quickly,

as that ensured our high completion rates.”

Since standardizing on the SumTotal platform, Pacific Life has condensed 19

hours of mandated classroom time per employee into just 3.5 hours an 82 percent

re uct on n tra n ng e very t me. e company uses t e system to manage

more t an nstructor- e an on ne earnng courses, ncu ng custom-

eveope an ta ore o -t e-s e courses t at serve , empoyees across s x

divisions and several subsidiaries.

BUSINESS CHALLENGES

■ Deliver mandated training for

regu atory comp ance

■ Build custom learning content

■ Make it easier for field staff to

participate in classes

■ e uce nterrupt ons t at ower

employee productivity

■ nr c emp o yee s s an career

eve opment

■ Ensure the success of the

comp ance tra n ng n t atve

SOLUTION

■ ac c e mp emente a strateg c

compliance training initiative powered

by SumTotal Learning Management

to e ver cr t ca on ne tra n ng an

to stream ne earn ng management

across t e enterpr se

RESULTS

■ Achieved 100% completion of

compliance training initiative across the

enterprise

■ Shortened compliance training cycle

time by 82%■ e uce comp ance tra n ng costs

by 75%

■ e uces a m n strat on an

maintenance by more than 50%

■ ramat ca y ncrease emp oyee

pro uct v ty an customer servce

■ Redirected resources to value-added

actvtes

■ Serves all 2,900 employees across six

vs ons an severa su s ares

■ Paid for itself in the first year





APAC

SumTotal Systems India Pvt. Ltd.

7th Floor Maximus Towers

Building 2B, Mind Space

Raheja IT Park, Cyberabad

Hyderabad, AP- 500081, India

Phone: +91 (0) 40 6695 0000

Fax: +91 (0) 40 2311 2727

EMEA

SumTotal Systems, UK

59-60 Thames Street

Windsor, Berkshire

United Kingdom, SL4 1TX

Phone: +44 (0) 1753 211 900

Fax: +44 (0) 1753 211 901

Corporate Headquarters

SumTotal Systems, Inc.

2850 NW 43rd Street

Suite #200

Gainesville, FL 32606 USA

Phone: +1 352 264 2800

Fax: +1 352 264 2801


© 2012 SumTotal Systems, Inc. All rights reserved. SumTotal, and the

SumTotal logo, are registered trademarks or trademarks of SumTotal

Systems, Inc. and/or its affiliates in the United States and/or other

countries. Other names may be trademarks of their respective owners.

012_0113LS

y e verng man ate courses at percent o t e cost o tra t ona c assroom-

based training, the SumTotal system enables Pacific Life to refocus its resources

on other critical learning initiatives, such as acquiring and customizing a broader

range of off-the-shelf courses and bringing more learning resources online for its

v s ons an su s ar es.

SumTotal’s reporting and notification features have streamlined learning program

a m n strat on an ma ntenance y automat ng enro ments, generat ng course

rem n ers, an trac ng t e comp et on o earn ng act v t es. ese capa t es

have helped the company reduce administration and maintenance time for

mandated training initiatives by more than 50 percent, and are providing greater

visibility into real-time completion rates and employee learning data. Based on

he success of the compliance training initiative, Pacific Life has launched several

new n t atves to ncrease t e awareness an ava a ty o on ne earnng across

he company. For example, Pacific Life is using the SumTotal solution to deploy

a blended orientation program to new employees across the country. To keeppace with growing demand for e-learning across the enterprise, the Academy

eam s a so exp or ng new ways to support pro uct aunc es an ot er m ss on-

cr t ca n t at ves. e company s a so oo ng at ow to e ucate users a out

he advanced features of Learning Management to help them create their own

proactive learning plans and track personal learning activities.

erg an eve a n a e , um ota o ere ac c e a so u t on custom-

ailored to our unique needs and it paid for itself in the first year after we

implemented it. Right now, we’re just scratching the surface of what the solution

can o an t e resu ts we ac eve t s past year are ust t e eg nn ng.

About SumTotalSumTotal Systems, Inc. is the global leader

strategic Human Capital Management

(HCM) solutions that provide organizations

with a new level of visibility to help make

more informed business decisions and

accelerate growth. Recognized by industry

analysts as the most complete solution,

SumTotal provides full employee lifecycle

management, including a core system of

record, from a single provider for improved

business intelligence. The company offers

customers of all sizes and industries the

most flexibility and choice with multiple

purchase, configuration, and deployment

options. We have increased the performance

of the world’s largest organizations

including Sony Electronics (NYSE: SNE),

AstraZeneca (NYSE: AZN [ADR]; London:

AZN), Amway (KUL:AMWAY), Seagate

(NYSE: STX), Dell (NASDAQ:DELL), and

Google (NASDAQ:GOOG). For more

information, or to request a demo, please

call +1 (866) 768-6825 (US / Canada),

+1 (352) 264-2800 (international) or visit


About Pacific LifeFounded in 1868, Pacific Life provides life

insurance products, individual annuities,

mutual funds, and offers a variety of

investment products and services to

individuals, businesses, and pension plans.

Pacific Life currently counts more than

half of the 100 largest U.S. companies as

clients and is a member of IMSA (Insurance

Marketplace Standards Association), whose

membership promotes ethical market

conduct for individual life insurance

and annuities.



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Pacific Life Case Study: Delivering Employee Compliance Training Online to Reduce Costs and Increase Productivity