Case Study: Deloitte Accountancy achieves 87% course completion and stronger client-facing skills with Totara Learn

Deloitte Accountancy Adapts to Digital Disruption With Advanced Soft and Hard Skills Training

Deloitte Accountancy in Belgium — part of one of the world’s largest professional services networks — faced a shift in client interactions driven by digitalisation. After surveying clients, the team identified nine critical stages in the accountant–client relationship and found accountants needed stronger interpersonal and client-management skills to meet changing expectations and preserve exceptional client experiences.

Deloitte used Totara Learn to launch ClientFit, a Netflix‑themed, story‑driven blended learning program that follows two fictional CEOs through episodic courses combining videos, role‑play, assessments and personalised nudges, with robust learning analytics. Launched in three months, the program reached 500 learners with an 87% completion rate, strong learner ratings (7.5 then 8.6), 480 assignment submissions and measurable improvements in client‑facing confidence and relationship skills.

Deloitte

Sylvia Vanraes

Talent Development Senior Manager