ExpertusONE’s modern, advanced architecture enables the mortgage software leader to help its employees and customers reach 100% compliance in one of the world’s most regulated industries.
Company Overview
As one of the top providers of software solutions for the residential mortgage industry, this company helps lenders automate mortgages so they can achieve compliance, quality, and efficiency.
Challenge
Even though it was one of the US’s largest software companies, this organization had no LMS, and its clients had no way to track compliance. So they both were managing and reporting all compliance training manually, which was an incredibly time and labor-intensive process prone to errors and inefficiencies.
Since the company’s software helped their clients “automate everything automatable”, they decided it was finally time to automate their own compliance training processes and offerings. So they began their search for a modern LMS with these three criteria in mind:
- The LMS was built in the cloud, not retrofitted with a website interface.
- That it had native integration with Salesforce (their CRM—customer relationship management system) and Workday (their employee management system).
- That the LMS and its compliance tools would be available to their employees, customers, and partners.
“Our customers are mortgage lenders and are part of one of the most regulated industries in the world. So if they’re not compliant, they’re out of business,” the company’s Sr. The Director of Education Services said. “Obviously, tracking, documenting, and reporting their compliance training is of utmost importance to them. But many have not automated this process because an LMS is too expensive. And that’s where we saw the huge potential of partnering with PeopleONE.”
“Not only could we use the ExpertusONE LMS to automate our own internal compliance reporting and management, but we could also extend its compliance functionality to our clients… which is a huge value to them and a great sale for us.”
Solution
A Private LMS for Multiple Learning Audiences
Thanks to ExpertusONE’s modern, cloud architecture, the LMS is able to offer multiple, uniquely configured and branded user interfaces to numerous learning audiences—all pulling from one underlying platform.
“Basically, each of our customers gets a private learning management system where they can manage the users and content that’s associated with their own customer ID, including business-specific policies and procedures that they can track and report on their own,” the Education Services Director commented.
Efficient Self-Service, Actionable Design
The company also chose ExpertusONE for its self-service compliance reporting tools are self-service (virtually no training needed) with minimal clicks and actionable functionality—enabling their admins and managers to set compliance alert thresholds and contact non-compliant learners as soon as they’re notified via embedded email, text, and call links.
“ExpertusONE has cut down on their help desk calls and saved them a lot of money in that respect,” PeopleONE’s Dir. of Strategic Accounts said.
Seamless Salesforce & Workday Integration
ExpertusONE’s modern cloud design also allows for seamless two-way integrations with other enterprise systems, like Salesforce and Workday.
“Integrating with Salesforce and Workday was a big deal for this customer because it will save them time and substantially grow their training adoption,” the Director explained. “They keep all of their customer information in Salesforce. So whenever their compliance needs shift, they add/lose employees, employee roles change, etc., these updates in Salesforce are automatically communicated to ExpertusONE.”
ExpertusONE’s Salesforce integration also enables the software provider’s customer service agents to review customer history live on calls so they can make better recommendations for their specific needs and issues.
Superior Training Support & Adoption
In addition to using ExpertusONE to support their customers’ compliance needs, the software giant also selected the LMS to support their own software program.
This is where their customers do all of their loans and work. And now, partners simply click a “Training” tab for full, immediate access to all learning courses and resources.
“Mortgage professionals have to recertify every year,” the Education Services Director explained. “If they don’t have a current license, they’re non-compliant and unable to work on mortgage loan applications. But with our ExpertusONE system, they simply click on their ’My Learning’ tab to take the training that they need for certification. It’s just that easy.”
Note: The software company also configured the UI of ExpertusONE to reflect their corporate brand’s look and feel for a seamless user experience
Result
Within six months of their test launch, the software leader has already signed 24,000 users out of 100,000 active customers.
They plan to fully roll out their program later this year and expect:
- To significantly increase user adoption
- Substantially grow their software product’s revenue
- Greatly reduce help desk costs thanks to better-educated customers
“With ExpertusONE’s compliance, we now provide a service that adds value to our and our client’s business,” the Education Services Director said. “They get a tool that can keep them at 100% compliance, and we, in turn, having lower support costs and greater revenue.”
The Director also noted that in the future, the mortgage industry will require a Compliance Management System. And ExpertusONE’s unique functionality is the first and most advanced breakthrough in proactively meeting this mandate.
“What makes this LMS application so interesting is that it not only solved the compliance needs of our customer, but the compliance requirements of our customer’s customers—all with just one LMS,” the Strategic Director said. “It’s not just the individual components of ExpertusONE that are so advanced, such as our extended enterprise capabilities, compliance functionality, reporting tools, etc. It’s the sum of the parts; all of these advanced components working in tandem to deliver innovative results.”.
About ExpertusONE for Compliance & Certification Management
Overview
Many learning management systems can track eLearning and report on instructor-led classes. However, it takes years of experience working with regulated companies, tracking certification and recurring training, and reporting on business-critical details to build innovative tools that help companies achieve 100% compliance. And that’s why many of the world’s top regulated companies have chosen the ExpertusONE LMS.
ExpertusONE’s two keys to compliance success are:
- Better workflows, developed over 17 years of supporting large companies with large compliance needs—for accurate, streamlined, real-time compliance management.
- Modern tools that enable managers to keep their finger on the pulse of compliance—for easy, instant contact with employees who are out of compliance and fast, simple ways to congratulate those who complete mandatory training.
ExpertusONE has a robust, built-in reporting tool that gives managers, instructors, and admins up-to-date compliance data in multiple, convenient places, such as from the LMS itself, via Salesforce, and even from external websites (thanks to embeddable widgets). They can also manage rosters and run compliance reports on-the-go from their mobile devices using ExpertusONE’s award-winning mobile app.
| Key Features & Benefits of ExpertusONE for Compliance | ||
|---|---|---|
| Learners | Managers | Administrators |
| Compliance training is auto-assigned (no registration needed) and easily seen/found in their “My Training” page. | Team dashboard gives managers complete, real-time insight into compliance status | Profile-based compliance rules simplify managing rules across multiple audiences |
| Reminders, notifications, and personalization reduce search time and increase productivity | Mobile analytics gives managers on-the-go access to real-time compliance data and easy, instant contact with their team | Report Design Wizard and scheduled reports give administrators complete flexibility and insight |
Product Innovation
What’s so innovative about ExpertusONE is that it’s designed to simplify the management of recurring compliance training—thereby raising and maintaining compliance levels and eliminating costly fines.
Many components are needed to effectively deploy a compliance program inside an LMS. Since multiple roles interact and support the compliance workflow, it’s critical to provide access to the right information on demand. And only ExpertusONE accomplishes this by providing the following features for these three key corporate roles: administrators, managers, and learners.
Administrators: Streamlined, Automated Workflows
- Content Versioning—Admins can easily update the content, push the new version to a select audience (or all), and always report on who took which version.
- Reminders—Automated system notifications provide assignments, due dates, and update reminders to learners, managers, and training administrators.
- Reporting—ExpertusONE comes with several compliance reports, which help administrators proactively see who needs to take training again.
- Automated Enrollments—ExpertusONE continually monitors the database for new users and changes in a user’s profile. When a user’s profile matches the compliance assignment rule, the system jumps into action automatically.
- Access Control—Admins can set a course as ‘Compliance’ for all employee users in a job role, such as Business Development Managers. Then, any combination of attributes (organization, user type, etc.) can be applied.
- Assignment Rules (below image)—Admins can set a course as ‘Compliance’ for all employee users in a job role, such as Business Development Managers. Then, any combination of attributes (organization, user type, etc.) can be applied.
Managers: Better Compliance Reporting Access for Immediate Action
To make the life of a manager/supervisor easier, ExpertusONE provides three simple ways for them to get information about the compliance of their team: mobile dashboards, a team view, and reports.
- Mobile—Managers can view team analytics via their ExpertusONE Mobile app, and they can set their own thresholds to be notified when a certain criterion is met or is not met. When notified, managers can access dashboard reports to not only see real-time information about the progress of their team in a compliance course, but they can also take immediate action. With this actionable workflow, managers can email/call/text specific users directly from the app to positively recognize learners or remind learners to meet their compliance deadlines.
- Team View—Inside ExpertusONE, managers are provided a “Team View,” which is a consolidated list of their employees, both direct and matrixed. From here, managers can view progress, check activity, and even assign learning, all from a single page.
- Reports—In addition to on-demand compliance reports, where managers can get a real-time view of their team, reports can also be scheduled to run on a set time and emailed directly to managers. This removes the burden of having to log in to the LMS to view reports.
Learners: Easily Determine Their Status and Next Steps
- Learners need to know which courses are of high priority. Thus, ExpertusONE provides icons across the system to show users which courses they need to take and why. Compliance courses are marked with a “C”. This icon appears on all compliance courses, making it easy for learners (and managers) to know which courses must be done within a set time period.
- Learners can also access compliance training via their ExpertusONE Mobile app. And this convenience is proven to improve compliance training adoption.
Managers and admins can also use the actionable analytics to boost learner morale and engagement by immediately congratulating learners who have achieved compliance.
Some of ExpertusONE’s latest actionable compliance reports include:
- Manager & Admin Compliance Report—Shows a compliant/non-compliant learner ratio with the ability to drill down to each learner’s name, class title, and status for superior compliance management
- Learner Complete/Incomplete/In progress Chart—Shows a learner’s real-time training status to keep them on track and in the know
- Learner Compliance/Mandatory Chart—Compares a learner’s status for compliance and mandatory classes to their peers to encourage adoption
