Case Study – Heritage Bank




“I needed a system that could be integrated into current Heritage business processes; it had to be a step forward for the organisation. Capabiliti LMS is easy to use and has definitely integrated well into our workplace. By giving the new system a ‘Heritage’ branded appearance, it looks and feels like us.”
Heather Timbs – Manager Training and Development, Heritage Bank


  • Australia’s largest customer-owned bank
  • 141 years of history
  • $8.5 billion in assets
  • $48.01 million in pre-tax profit for 2015
  • 37.7 Net Promoter Score
  • 25 years of experience delivering flexible, high quality, cost effective training solutions.


Capabiliti LMS have supported Heritage Bank reach and maintain RTO compliance. Confident in Capabiliti LMS, Heritage made Capabiliti LMS the core administrative system for all learning and development activities.


  • Finance


Heritage Bank is Australia’s largest customer-owned bank, with total consolidated assets under management exceeding $8.5 billion, with a portfolio ranging from retail and business banking products, insurance and financial planning products and services. Uniquely, the bank also has its own Registered Training Organisation (RTO), with Heritage Training Services offering a range of certificate and diploma courses in Management and Financial Services.


Heritage required a system to help them to meet RTO compliance while managing its courses, content and training. The previous process of managing competency and qualification was manual and meant errors and oversights could occur, leading to society members missing their re-training dates. The lack of reporting functionality also meant reporting on important qualification related statistics was difficult and required a lot of time.


The Capabiliti LMS team worked with Heritage to identify key areas where the system could improve Heritage’s business processes. From these discussions, it was concluded Heritage would use Capabiliti LMS as the core administrative system to manage all training and development related activities. Heritage Bank began the transition to Capabiliti LMS with a complex data migration process, which involved importing the training histories of past and present staff as well as the existing course and qualification infrastructure. This step was crucial, as it allowed Heritage to access all of the data upon going live and instantly generate reports.

Capabiliti LMS implemented a back-end service that notifies staff of compliance related training that is about to expire. An automated email notification process provides ’email alerts’ to staff whose training is nearing is an expiration date. The email reminds learners that they must re-complete an e-Learning course and the system automatically books them in for this refresher training. The LMS also provides Heritage staff with a portal – My Development Online – where they can easily search for the training calendar, book themselves in for courses and view personal training schedules.


Through its implementation of Capabiliti LMS, Heritage Bank has improved efficiencies in learning administration and seen a reduction in operational costs. As an online system, Capabiliti enables management and staff to take control of their own development and manage resources within the business unit. The fact that Capabiliti is delivered online means that more ‘on the job’ training occurs and less time is spent out of the business. Capabiliti’s gap analysis functionality provides Heritage with the ability to efficiently manage staff competency and qualification completion and report on RTO related statistics.

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