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Retail Banking

All customers – at the branch, online, and on the phone – will receive the highest level of service when your employees have a single source of truth.

Consistent Customer Service Builds Trust

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Acadia Performance Platform for Banking

Today, banking customers expect a seamless experience — whether they’re visiting a branch, chatting on your website or speaking with someone on the phone. Along with that expectation comes a heavier burden on your customer-facing staff. By standardizing work instructions and job aids, you will provide a more consistent customer experience while also making it easier for your employees to do their jobs well.

As competitors multiply, regulations become more complex, and your experts retire, success hinges on the capability of your workforce.

Acadia for Banking

Improved performance from branches and call centers

Consistent Customer Service

Every employee should provide consistent, accurate information to clients in every interaction. If One Best Way information is difficult to find, that may not happen. Acadia provides a single source of truth that makes it easy for employees to find the answer they need at a moment’s notice. When regulations or policies change, you can quickly make updates and share them instantly across your workforce.

Increase client satisfaction, decrease time to resolution, and identify new sales opportunities when your employees have the right answers and forms at their fingertips.

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Routines & Protocols

One Best Way work routines are easier to follow with digital checklists that include videos and other job aids. This helps ensure everyone knows how to complete their work accurately every time. The ability to measure, analyze, improve and control becomes more achievable when each individual follows the same repeatable and auditable process.

From branch opening routines to protocols for addressing attempted fraud, your employees will know how to handle each situation

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Training & Onboarding

Consistent outcomes in your call centers and branches start with your training approach. We learn better while doing. Job-embedded training programs are immediately more relevant than classroom or course-based activities. They take less time. They require less effort to pay attention.

Acadia improves training effectiveness by injecting training directly into work. Employees have easy access to the right content while they are performing the task. Managers can check comprehension with quizzing and evaluations to ensure everyone gets the support they need.

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Employee Knowledge Capture

At bank branches across the country, large numbers of experienced staff are retiring. Unfortunately, this creates a huge gap in core skills and knowledge. To capture unrecorded knowledge before it exits the business, you need an organized system.

Acadia provides a way to not just capture information but make it easy to find and convert into training content for those replacing your retirees.

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Employee Engagement & Retention

Engaged employees are more likely to remain with the organization. One of the best ways to encourage engagement is to enable people to improve their work processes.  This approach is only viable, however, if managers act on the recommendations.

In Acadia, employees can provide feedback on content, processes, and other aspects of their work. The data is captured and organized so that managers can quickly identify new ideas and implement the ones that will have a positive impact. Continuous improvement thrives in an environment that encourages everyone to be engaged and contribute.

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Compliance & Accountability

In most operations, standard work compliance correlates directly to performance. Exposure to risk from error, fraud, and regulatory infractions are diminished when compliance expectations are met.

Managers with visibility into employee regulatory and policy compliance can identify who is performing tasks according to One Best Way processes. They can also quickly identify who might need additional training or support. By digitally tracking compliance of policies and procedures, you also create an audit trail that can help you comply with guidelines from federal, state, and local regulatory agencies.

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Acquisition Integration
Enterprises that grow through acquisition often increase the complexity of their operations as well. Over time, redundant systems, unnecessary rework, and loss of quality can inflate the cost of acquisitions. Making One Best Way processes clear, and sharing them among all employees, helps to quickly get everyone on the same page. Acadia helps to identify, organize, and share the best knowledge from each entity.

Why Acadia

Enterprise Ready

Technology that meets the most rigorous requirements but is as easy to implement and use as consumer-grade applications.

Reporting

View the performance of your workforce, teams and individual employees holistically and compared to other business data sources.

Behavior Change

Help your employees consistently practice One Best Way skills and ensure they are retained.

Integration

Easily integrate with your business data sources – HRIS, Branch Operations Software, etc.

Compliance

Meet regulatory obligations with complete audit trails for employees and documents.

Document Workflow

Meet governance requirements, annual control review, and other standards with controlled document editing and review.

Adults in training.

Is your training approach preventing your employees from learning?

The reality of information overload, how it affects your employees and how to overcome it.

Read the Blog

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