The document discusses 4 ways to make policies and procedures easy for frontline staff to use. It recommends: 1) making information easy to find through keywords and intuitive titles, 2) making content easy to follow through step-by-step breakdowns, 3) managing an optimal amount of content between 2,000-4,000 items, and 4) creating a single centralized location for all information. Analyzing usage data and getting feedback can help optimize content management. Consistency is key to ensuring staff can easily find, follow and use the correct information when assisting customers.
4 Ways Banks and Credit Unions Can Make Their Policies and Procedures Easy to Find, Follow and Manage
1. Letâs find you an answerâŠ
4 Ways to Make Your
Policies &
Procedures Easy to
Find, Follow, and
Manage
2. The Impact your policies and procedures could be
having on your frontline staff and customers
Inconsistent information being given out to your customers
High hold times and abandonment rates
Reliance on staff-to-staff questions and calls
Which leads to customer complaints, bad service levels and missed
opportunities
#1
#4
#3
#2
3. Silvercloudinc.com
Why This Matters
0 10 20 30
Runaround
Not Proactive
Rates
Treat Me Like a Number
Poor Staff Training
Fees
Bad Technology
Too Pushy
Not Responsive
Not Friendly
Why Are
They
Leaving?
What Are
They
Seeking?
rivel.com/cxli
gn
4. Silvercloudinc.com
In Their Own Words
âYou look on the website and canât figure it
out. You call the call center and they are no help. You
go into the branch and the teller immediately picks up the
phone to ask the call center. Seriously!â
5. Silvercloudinc.com
In Their Own Words
âYou look on the website and canât figure it out.
You call the call center and they are no
help.
You go into the branch and the teller immediately picks up
the phone to ask the call center. Seriously!â
6. Silvercloudinc.com
In Their Own Words
âYou look on the website and canât figure it out. You call
the call center and they are no help.
You go into the branch and the teller
immediately picks up the phone to ask the
call center. Seriously!â
7. Silvercloudinc.com
What Your Peers Say: Frontline Staff
âI spend 40% of my day
answering employee
questions because they
canât find answers.â
âOur procedures are
really long and difficult to
follow, so our employees
make stuff up.â
âOur staff really
struggles with having
good conversations with
our members.â
8. Silvercloudinc.com
What Your Peers Say: Managing Information
âEach department
manages their own
information. There is no
easy way to track
changes. Itâs a mess.â
âWe store our Policies &
Procedures on an
intranet. Itâs difficult to
keep all content up to
date or even know what
is being used.â
âThere are so many
inconsistencies and
information changes so
fast that itâs nearly
impossible to manage
across multiple
departments.â
9. Why This Matters
4 of the 5 top reasons customer switch is because of customer experience
Your customers expect the right answer the first time
Your customers are looking for proactive recommendations
If your policies and procedures are not easy to find, follow and use, your
institution is risk for losing customers
#1
#4
#3
#2
11. Silvercloudinc.com
What We Found:
Employees are starving for
Answers
There is a disconnect between whatâs written and
whatâs
Needed
The process for managing Policies and Procedures
isnât
Working
15. Silvercloudinc.com
Key Takeaways: Making Information Easy to Find
Keywords double
Views
Keywords:
close account, account closing, account
closure, close deposit
17. Silvercloudinc.com
Key Takeaways: Making Information Easy to Find
Titles between 4 & 7 words get the
greatest average number of views.
Title Example:
New Account
vs.
New Personal Account Opening Procedure
New Business Account Offerings
22. Account Opening
Best time to grow products per
members is when theyâre
opening an account
Issues:
1. Steps for opening accounts are often
difficult to find and follow
2. Frontline staff doesnât feel comfortable
asking the additional questions that
make you the institution of choice
when theyâre fumbling through the
process
23. Silvercloudinc.com
Example: Document vs. Web-based Step by Step
Vs.
37-page doc
While documents might be factual correct, they are not easy for your frontline staff
to use, in the moment with a customer in front of them or on the phone
24. 24
Retail Banking
Order_Form (1 pg)
Compliance
Accounts_Auditing (2 pg)
Deposit Ops
Account_Checklist (1 pg)
Retail Ops
Accounts_Guidelines (15 pg)
Marketing
Account_Placement
(3 pg)
Training
Accounts_HelpGuide (2 pg)
How content is created & managed
âOpen New Accountâ
26. Silvercloudinc.com
Make Information Easy to Manage3
ïŒ The optimal number of
content items is
between 2,000 â 4,000
steps and specific
answers
*this number varies if you offer
commercial, wealth
management etc.
27. Silvercloudinc.com
Key Takeaways: Making Information Easy to Manage
20% of answers will generate
80% of the views
Takeaway:
Identify and optimize this content first as
this is the content your staff uses the most
and its most important to get it right
28. Silvercloudinc.com
Key Takeaways: Making Information Easy to Manage
57% of content will have
between 1 and 50 views
Takeaway:
There is a long tail to content.
Typically these are used less frequently,
but are more challenging processes such
as (business accounts, trust, IRAs etc)
29. Silvercloudinc.com
Key Takeaways: Making Information Easy to Manage
23% of content is typically
not used
Takeaway:
Not relevant to frontline staff
Not optimized to be found
33. Multiple Versions of the Truth
How it happens
Tribal Knowledge
Lack of version
control (SMEs)Ver. A Ver. B
Ver. C
ïŒ Canât find, follow or use in the moment
ïŒ Ask 3 people, get 3 different answers
2014
Old versions still
âliveâ
34. Silvercloudinc.com
Create a Single Version of the Truth4
ïŒ To ensure usage, let
employees find the
information they need
from one place
35. Silvercloudinc.com
Key Takeaways: Create a Single Version of the Truth
A Centralized Process for Information /
Tools Employee Need
ïŒ Procedures
ïŒ Policies
ïŒ Product
ïŒ Rate sheets
ïŒ Links to and between all of the above
36. 36
How content is created and managed
âOpen New Accountâ
Retail Banking
Order_Form (1 pg)
Compliance
Accounts_Auditing (2 pg)
Deposit Ops
Account_Checklist (1 pg)
Retail Ops
Accounts_Guidelines (15 pg)
Marketing
Account_Placement
(3 pg)
Training
Accounts_HelpGuide (2 pg)
37. Silvercloudinc.com
Centralized Content Assembly Line Approach:
Assign a person or team of people to be your content architects to ensure all information entered is
consistent as consistency is key to making your policies and procedures easy to find, follow and manage
39. Silvercloudinc.com
Recap: 4 Key Takeaways
Make Information Easy to Find
Make it Easy to Follow & Use
Make it Easy to Manage
Create One Version of the Truth
40. Silvercloudinc.com
SilverCloud:
Helps banks and credit unions deliver better support
To reduce costs and improve experience
By automating the creation, management and delivery of
knowledge
âSilverCloud answers nearly 18,000 questions
per month for our frontline staff. 37% of those
are related to our core system.â
41. Automating the creation, management, and delivery of
knowledge
Chatbot
Instant Support
Frontline Portal
Policies & Procedures
Knowledge creation & management
Support management
Compliance
Analytics
Conversation Builder
Consumer Support Employee Support
DeliveryCreation&
Management
Hinweis der Redaktion
And we know that 4 of the top 5 reasons that consumers switch is because of member experience (and also the top things they are looking for)
This was a quote from one of the survey â an actual customer quote
This was a quote from one of the survey â an actual customer quote
This was a quote from one of the survey â an actual customer quote
The optimal # seems to be around 8-9, but some answers simply need 1-2
Titles also help search results. But they also help the users navigation experience and knowing what to click on. The optimal amount is 4-7 wordsâŠ
typically people search for âopen new accountâ but thereâs so many different types. With 4-7 word titles, I know exactly what to click on:
new retail account
new business account
maybe just adding on a CD or checking to an existing account
Hereâs the âsilver bulletâ to successâŠinstead of big long documents, break everything down
on your frontline, theyâre not going to have the right conversations if they canât even find the stess. Plus, you want them to ask great questions and youâve given training classes on how to do so? How do you bring that in to the conversation with yet another document?
You want people to open an account and want them to have the right conversations, but there are a lots of steps to that. So how do you bring all of that together that is easy for them to find, follow and use in the moment. Iâm going to show you an example.
Show you a typical document vs breaking it down, its 37 pages, 4,000 words. Its got all of the things that I need â eligibility requirements, open main account, but as I start scrolling through this you realize that I donât really know where one step starts and one where one ends, so I start getting lost in this document. And it doesnât have everything I need â like what questions to ask along the way to have the right conversations along the way â that is actually a training document and it maybe missing some policy stuff. But this is the main procedure doc for opening all the accounts and sub- accounts like a checking account, a CD or something similar. So in this account, we are trying to open a checking account â what you want me to do is go to page 14 first and collect the information to verify their ID, and then I have to know to go to page 24 because those are the specific steps for the checking account and that is where this Kasasa checking comes in. How is your frontline staff supposed to know that or memorize that, when open account is one of a hundred procedures and I need thousands of steps and answers along the way.
So by breaking it all down,
Show 38 page doc:
good content
not sure where one step starts and another ends
i.e. just want to open a checking account?
I need to start with the authentication on page 14, then skip to page 24. How would I know that on the front line?
Plus, there are some great questions I could ask along the way, thatâs in a training doc.
Then show SC open account â clear titles, step by step on left, plus search âopen checkingâ brings you to the right step to start with before checking account
this is the advantage of breaking it down with clear titles
some of these items are REALLY important, like trust account answers OR what to do when a member dies
might not happen often, but it really counts for risk and member experience
need the feedback and an automated way of managing it â step one is seeing the feedback and step 2 is being able to leverage it back in to your answers in a systematic way
One other key is to separate and link back together (one example = policies from procedures)
We all know thereâs lots of duplicate information out there â this is one of the biggest reasons:
department A is using a business policy thatâs 2 years old and puts it in their procedure doc
department B is using the right policy, but soon the policy will change
department C has no reference to the policy
see next slideâŠ
break it down to make it easy to find, follow and use
use clear titles and keywords
it will also make it easier to manage PLUS centralizing the process will make it more consistent
leaving your institution with truly only one version of the truth!
