Case study

Industry

Banking

Company HQ

La Paz, Bolivia

Number of Employees

1,800

Office Locations

Multiple across Bolivia

Banco de Crédito de Bolivia Creates a Culture of Self-driven Upskilling with Udemy Business

Udemy driving business outcomes

8 Hours
Average time savings per employee, per month
400%
ROI based on time savings among employees

Case study details

Part of the BCP banking group, Banco de Crédito de Bolivia is one of Bolivia’s largest financial services organizations, committed to making banking more modern, convenient, and efficient for customers in the region.

The bank’s learning and development (L&D) team wanted to find a way to extend learning opportunities to its entire workforce and offer limitless access to online resources. Using Udemy Business, the bank delivers high-quality, on-demand learning across almost any topic its employees find interest in, allowing them to lead their own learning journeys and grow within the company.

An outdated learning program with limited reach

Banco de Crédito de Bolivia has always offered L&D opportunities to its employees, but its previous offering was only ever accessed by a limited number of the workforce. Yorka Castellón Mendoza, Head of Learning and Development at Banco de Crédito de Bolivia, explains: “Previously, our L&D program was in line with the strategy of that time, which only allowed the training of a very small specific group.” The bank realized that to stay agile in a fast-changing market, it had to invest in company-wide employee development. It sought to give people the opportunity to learn whatever topics they were interested in on-demand.

“We wanted to offer people a wide selection of high-quality courses and didn’t want to place any restrictions on what they could learn. We knew we needed a platform to help us create a true learning culture,” explains Yorka. “We also needed a platform that could help us take a data-driven approach to development and provide such data to see how our people are learning — all while delivering an easy, convenient learning experience for our employees.”

In a highly regulated industry like ours, where we can only offer similar products to our competitors, it’s our people that really make us stand out. That’s why we’re investing so much effort into their development and proud to partner with Udemy.
Yorka Castellón Mendoza
Head of Learning and Development

An on-demand learning platform that offers limitless opportunities  

After comparing multiple solutions, Banco de Crédito de Bolivia launched a new learning program based on Udemy Business. The learning program allows the bank’s employees to access any resources they’re interested in, whenever they want — whether it’s in the office, at home, or even on their commute.

“Udemy business offers a great user experience, unlike a lot of the other platforms we considered,” explains Yorka. “It has a much higher standard and greater breadth of courses and presents learner data in a really easy, digestible way.”

Custom Learning Paths aligned with company goals

Banco de Crédito de Bolivia’s L&D team works hard to ensure its learning program is customized to the organization’s goals and its employees’ ambitions. One of the ways the team achieves this is with bespoke Learning Paths in Udemy Business, offering individual and team-specific course collections.

“Our custom-built Learning Paths help us address the needs we have as a bank and help our people see what skills gaps we’re trying to fill,” says Yorka. “These paths are very much led by the data in our organization and the biggest market trends right now. We’re currently building a customer experience path that’s highly specialized to the services we offer our customers today.”

In addition to building its own Learning Paths, Banco de Crédito de Bolivia also uses paths already on Udemy Business for popular topics such as AI. “Udemy Business was one of the first providers to offer courses on ChatGPT, and we saw our people completing these courses without us even needing to recommend them,” says Yorka. “That was really promising because it meant our people were actively going to Udemy Business and searching for these topics — using the platform as a key resource for finding information.”

The learning and development team also works closely alongside experts at Udemy Business to identify which courses might be right for the bank’s goals and how they can encourage engagement among employees. “We have a really close relationship with our contact at Udemy Business — they’re always offering recommendations and helping us brainstorm new Learning Paths,” explains Yorka. “No other platform we looked at offers this kind of support.”

A platform that makes learning effortless and enjoyable

 Two major priorities for Banco de Crédito de Bolivia when looking for a learning platform were ease of use and convenience — and Udemy Business delivers both.

“Our employees particularly love the Udemy Business app. It gives people a chance to use their spare time more effectively, whether it’s 15 spare minutes in the office or listening to a course while driving to work,” says Yorka. “We really like the Udemy Business Streak feature too, which tracks employees’ learning streaks—it creates a lot of motivation.”

The bank’s employees also value the ability to dip in and out of courses without needing to complete them. “Some of the other platforms we looked at required you to see every course to completion, and some would be around 30 hours long,” explains Yorka. “With Udemy Business, you can divide courses into small blocks, mix and match, and just look at the content you’re interested in.”

Udemy Business was one of the first providers to offer courses on ChatGPT, and we saw our people completing these courses without us even needing to recommend them. That was really promising because it meant our people were actively going to Udemy Business and searching for these topics — using the platform as a key resource for finding information.
Yorka Castellón Mendoza
Head of Learning and Development

Learning directly connected to development

One of the most valuable parts of Banco de Crédito de Bolivia’s new learning program is how it has transformed career progression and development in the organization.

“We’ve always encouraged meetings called ‘performance coffees,’ where managers meet with employees to discuss their goals and targets,” explains Yorka. “But now, it’s also a discussion about what they’re learning and what else they could learn — it’s helping us make a much stronger link between productivity, performance, and development.”

It’s not just direct reports who benefit from Udemy Business, either. Yorka explains: “We’re also offering courses to support our leaders. We have people in leadership roles at many different stages in their career, so these soft skill courses help us ensure they have the capabilities they need to keep our company agile.”

Also, many of the topics the bank’s employees study are in their native language, making them much more accessible to the workforce. “Udemy Business has an extensive offering of high-quality courses in Spanish, which is particularly valuable for our organization,” explains Yorka. “And even for courses that aren’t in Spanish, there are accurate subtitles that make them really easy to complete.”

A true learning culture throughout the organization

One of the best results to come from Banco de Crédito de Bolivia’s learning program is the development of its learning culture. Now, the bank’s employees have an active interest in driving their own learning and development.

“The crucial part of our learning program is that it isn’t mandatory — we treat it as a benefit rather than a heavy burden,” says Yorka. “We do offer everybody two hours each week to spend on learning, but our employees are really engaged with the program regardless.”

This new learning culture has also translated into tangible business benefits. Since using Udemy Business, the bank has noticed greater productivity across its workforce, with an average time savings of around two hours per week for each employee. Ultimately, this has meant a return on investment of approximately 400%.

“Udemy Business is already having a big impact on our organization. We’re seeing consistently strong Net Promoter Scores, most recently 63 for users and 65 for managers,” says Yorka. “We’ve also managed to maintain a high activity rate on the platform for 15 months straight, which really proves the effect our new learning culture is having.”

Udemy Business is already having a big impact on our organization. We’re seeing consistently strong Net Promoter Scores, most recently 63 for users and 65 for managers. We’ve also managed to maintain a high activity rate on the platform for 15 months straight, which really proves the effect our new learning culture is having.
Yorka Castellón Mendoza
Head of Learning and Development

A continuous focus on L&D

Now, Yorka and her team continue to drive this learning culture throughout the organization and spot new opportunities to recognize learners’ achievements.

“We really make sure to celebrate learner successes. Every year, we host a graduation event that celebrates learners who complete at least 100 hours — we even invite their families along to make it a really special moment,” says Yorka. “In a highly regulated industry like ours, where we can only offer similar products to our competitors, it’s our people that really make us stand out. That’s why we’re investing so much effort into their development and proud to partner with Udemy.”

Moving forward, Banco de Crédito de Bolivia wants to use Udemy Business metrics to identify organizational skills gaps and discover the specific areas where people excel.

“Our 2023 goal was to drive consistent learning behaviors in our teams — and that’s something we definitely achieved,” says Yorka. “Now, we have a chance to step back, see where our employees are investing their time, and what skills will be most valuable for the business.”

Our employees particularly love the Udemy Business app. It gives people a chance to use their spare time more effectively, whether it’s 15 spare minutes in the office or listening to a course while driving to work.
Yorka Castellón Mendoza
Head of Learning and Development
Udemy business offers a great user experience, unlike a lot of the other platforms we considered. It has a much higher standard and greater breadth of courses and presents learner data in a really easy, digestible way.
Yorka Castellón Mendoza
Head of Learning and Development

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