RHB Bank E-Learning Case Study

The RHB e-learning case study highlights how one of Malaysia’s largest banking groups transformed its training through digital innovation. RHB Banking Group is the 4th largest fully integrated financial services provider in Malaysia, recording total assets of RM190 billion and over 17,000 employees as of 2012. Additionally, the bank continues to expand its digital learning efforts to support staff capability across its wide network.

As a leading financial institution, RHB Bank is committed to maintaining the highest service standards and ensuring that all employees receive consistent training to deliver excellent customer experiences. The bank refers to every interaction with customers as a “Moment of Truth” — a key point that shapes customer perception.

In September 2013, RHB Bank decided to adopt e-learning technology to deliver a web-based training (WBT) course titled “Service Quality.” The training focuses on critical topics such as telephone etiquette, corporate email usage, customer feedback handling, and workplace courtesy.

By leveraging e-learning, RHB eliminated inconsistencies caused by different trainers and ensured all employees received uniform, high-quality instruction. As a result, learning became more scalable, measurable, and aligned with the bank’s service excellence goals. Moreover, the platform simplifies training updates whenever the bank introduces new policies or standards.

RHB hosts the “Service Quality” WBT on its Learning Management System (LMS) for flexible access and progress tracking. In this way, the system streamlines training delivery and ensures progress tracking remains transparent and efficient.

RHB appointed Appstronic as its e-learning courseware developer for the Service Quality WBT. As a result of this collaboration, RHB benefited from Appstronic’s proven expertise in creating interactive and impactful corporate learning.

Appstronic, a leading e-learning solution provider in Malaysia, Singapore, and Indonesia, also serves other major clients, including Amway Malaysia, Amway Singapore, and Infineon Technologies. Furthermore, this collaboration reflects RHB’s trust in local expertise to deliver world-class learning solutions.

Consequently, both teams worked closely to align design decisions, technical features, and learning outcomes.

The RHB e-learning case study showcases each stage of the development process — from initial content gathering to final delivery. Appstronic adheres to a strict Code of Professional Ethics that protects client confidentiality; therefore, Appstronic shares sample visuals in low resolution for reference only. Moreover, Appstronic carefully manages each stage to maintain RHB’s branding and tone throughout the learning experience.

1. Content Gathering
   RHB Service Quality Subject Matter Experts (SMEs) provided key content and guidance. Their expertise ensured each topic accurately reflects the bank’s service culture.
2. Prepare Artwork
   Our design team created graphics that mirror real working environments. Furthermore, this approach helps learners relate to the scenarios presented in the course and stay engaged with the material.
3. Prepare Storyboard
   Instructional designers structured the learning flow and added interactive quizzes at the end of subtopics. Consequently, learners could test their understanding in an engaging way.
4. Photo-shooting
   Our photographers captured authentic visuals illustrating workplace dos and don’ts to support courtesy and professionalism topics. Similarly, the creative design team ensured visual consistency across all course elements.
5. Endorse Storyboard
   After internal reviews, SMEs endorsed the storyboard and approved it for the next stage — voice-over recording.
6. Voice-Over
   Male and female voice talents recorded narration that matched real-life tone and emotion. For instance, the telephone etiquette segment includes a dialogue recorded with realistic sound effects.
7. Video Editing and Effects
   Our video editors produced an engaging opening bumper and transition effects to strengthen the learning flow. In addition, our editors added subtle animations to maintain consistency with the course’s visual theme.
8. Animation
   Animators used Articulate Storyline and Flash to create a smooth, SCORM-compliant course.
9. Animation Review
   Appstronic presented the completed WBT to the RHB Management team, including Pn Fatimah and SME representatives. Following their review and feedback, Appstronic refined the course and uploaded the final SCORM package to the RHB LMS.. As a result, the collaboration strengthened RHB’s commitment to continuous improvement through digital learning.