As part of a continuous improvement drive for its retail banking operations, Bendigo and Adelaide Bank has reactivated a Yammer environment that has been in use for ten years.
Senior internal communications manager Evita Puccio stated at a Swoop Analytics conference this month that the project, which began in May, helped connect personnel in the branch network and provided corporate insight into “the issues and subjects that are significant in the retail sector.”
About 2500 employees work for the retail (branch) network countrywide, and 2000 of them used the relaunched Yammer platform in the first month.
There are already “approximately 2500 active users” on Yammer across the bank, including employees from corporate headquarters, according to senior communications manager Leigh Lutz.
An employee engagement study led to the creation of the continuous improvement project known as “retail wins.”
The goal was to gather, examine, and put into practise certain ideas that could enhance customer satisfaction and operations at retail branches.
Additionally, it aimed to “celebrate” and highlight the efforts made by the branch network, including both individual and group activities as well as community sponsorships.
The team intended to show that they were paying attention to their employees’ criticism and acting upon it, according to Lutz.
Especially thanks to the community banking approach, she added, “our personnel are amazing at sharing tales around the many local sponsorships and activities that our branches participate in.”
Additionally, according to Puccio, the Yammer platform has been “excellent” in increasing staff involvement in a range of cultural and social initiatives.
Lutz continued by saying that the “retail victories” initiative had given frontline employees the chance to “drive leader-led discussions,” and that the interaction had been well received by them.