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
As competitors multiply, regulations become more complex, and your experts retire, success hinges on the capability of your workforce.
Improved performance from branches and call centers
Every employee should provide consistent, accurate information to customers 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 with our retail banking management software.
Increase customer satisfaction, decrease time to resolution, and identify new sales opportunities when your employees have the right answers and forms at their fingertips.
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.
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.
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.
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.
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.
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.
Client Case Study
Often the determining factor for consumers, when selecting a bank, boils down to trust and customer service.
- 98% of contact center associates use Acadia every day
- Everyone answers client questions the same way
- Baseline error rate improved in less than a year
Acadia is helping our employees quickly provide consistent, accurate information to clients. As a result, we are increasing client satisfaction, decreasing time to resolution, and identifying new sales opportunities.
– SVP Retail Operations
We work with our customers to calculate a personalized ROI based on their own performance KPIs. To provide you with a sense of just one of the ways Acadia can impact your business, consider the cost of turnover and rehiring. The calculations* below use industry turnover rate and average cost per hire. It does not take into account the potential revenue lost while some open positions go unfilled.
*Rate of turnover by industry from 2018 Salary.com Turnover Report. Cost per hire by industry from 2017 SHRM Customized Talent Acquisition Benchmarking Report.
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