All organizations have specific needs, so it’s important that not all intranets are built the same. That’s why we worked closely with our bank customers to deliver an effective bank intranet that answers the pain points experienced by banks. However, knowing that you need a bank intranet is half the battle. You also need to know how to implement your new intranet. Below are 3 best practices for implementing your bank intranet:
1. Focus on front-line employees
Some of the primary users of your bank intranet will likely be customer-facing employees. This can include anyone from bank tellers to branch managers. Your customer-facing employees are the face of your bank, so it’s important they have information at their fingertips. How effective and efficient they are can determine the overall experience your customers have.
The information they need access to needs to be made readily available on your bank intranet. A best practice is creating a Department Site specifically for customer-facing employees, containing information regarding:
- Different account types, such as fees and interest rates
- Updated interest rate sheets
- Procedure for canceling cheques
- Tips for troubleshooting online banking
- Guides for closing accounts
Ensuring that your customer-facing employees can quickly and easily find information ultimately enables them to do their job more efficiently. This will greatly improve your customer satisfaction rating, which directly impacts your bottom line.
2. Make product information front & center
One of the primary reasons employees are turning to the intranet is to find information regarding products and services. It’s important to have this information front and center for quick access. Having a link to products and services on your intranet home page, or on the top nav, will ensure employees can easily access it on the fly.
Information about products and services are the resources employees are typically searching for the most. By having a dedicated space on your bank intranet for this information, it reduces the amount of time it takes for employees to search for it. Making this information just a click away is essential for employees to provide excellent customer service.
3. Contain resources for branch operations
Information regarding day-to-day operations and branch management is another important aspect of your bank intranet. Include a site on your intranet containing information, such as:
- Protocol for emergencies and safety concerns
- Procedures for opening and closing the bank
- Instructions for teller cash-in/cash-out
- Protocol for branch inspections/audits
This information is typically needed by everyone, so having it somewhere visible and accessible on your bank intranet is key.
Implementing your bank intranet
When implementing your bank intranet, it’s important to know which employees will be using it the most, and what types of information they need to access. Making sure that information is front and center ensures that your front-line employees can deliver exceptional customer service.
What are some things you’ve implemented on your bank intranet that has made it successful? Use the comments section below. Don’t have an intranet for your bank yet? Request a free demo with one of our product specialists.