Customer Story: Mercer Superannuation

Mercer’s small L&D team was doing good work. But by 2017, the organisation’s ambitions had outgrown its tools. Legacy systems made it hard to create role-based learning, harder to engage learners, and nearly impossible to tap into the deep well of expertise sitting across the business.

Too much knowledge, not enough reach

The team knew the organisation was full of people with exceptional expertise. The challenge was finding a way to capture and share it without pulling those people away from their day jobs or requiring them to become training designers overnight.

The answer wasn’t hiring more L&D staff. It was finding a platform intuitive enough that subject matter experts could build content themselves — with the L&D team focusing on quality and learning design rather than doing all the heavy lifting alone.

From four creators to thirty

When Mercer started using Tribal Habits, the shift was immediate. The drag-and-drop editor meant colleagues outside the L&D team could contribute content without technical training. Subject matter experts were brought onto the platform to build modules based on their own knowledge and experience.

Templates were built around the most common training categories, so contributors could effectively fill in the blanks. The L&D team then reviewed and refined each module with a learning and engagement lens — assisted by Sage, the Tribal Habits AI. Everyone did what they did best.

Output that matched the ambition

In the first ten months, the four-person L&D team created over 80 training modules — delivering 2,625 separate learning experiences and earning a Net Promoter Score of +27.

Role-based, behavioural and client-specific training was built and deployed. Some client-specific modules were shared directly with clients, strengthening relationships and improving engagement in ways that weren’t previously possible.

Ready when it matters most

The platform’s flexibility proved its value when new superannuation legislation required a rapid rollout to over 150 consultants. Within a week of the legislation being released, Mercer had built and deployed an online learning experience — tracking comprehension and adherence across the entire group.

Training that listens back

Two-way feedback built into the platform gave the team a real picture of whether training was landing. Gaps could be identified and addressed quickly — the same way a facilitator would adapt in a face-to-face session.