Bendigo and Adelaide Bank are revitalizing Yammer with a Branch Project – Finance – Training & Development – Software

Bendigo and Adelaide Bank revitalized a decades-old Yammer environment as part of a program to continuously improve its retail banking business.

Evita Puccio, senior internal communications manager, said at a Swoop Analytics conference this month that the project, launched in May, has helped connect employees across the store network and give the company insights into “the issues and issues facing retail are important”.

The retail (branch) network has about 2,500 employees nationwide, of which about 2,000 were employed in the first month on the newly launched Yammer platform.

Across the bank, including employees at corporate headquarters, there are now “about 2,500 active people” on Yammer, said Senior Communications Manager Leigh Lutz.

The continuous improvement project, called “Retail Wins,” was created after an employee engagement survey.

The purpose was to gather, review and implement some ideas that could improve retail store operations and customer experience.

It also wanted to “celebrate” and spotlight actions across the store network, from individual and teamwork to community sponsorships.

“The team really wanted to celebrate our people’s feedback and show how they listen and act,” said Lutz.

“Our retail leadership team has been really committed to this. They wanted to show how they achieve successes that make it easier for people to get their jobs done.”

This should be supported primarily by Yammer, with the help of other established employee communication channels such as email and newsletters.

One of the desires of using Yammer was that it was already in the bank, but in an underutilized capacity.

While Yammer had “utility pockets,” it had been in the bank since 2011, but “wasn’t a popular or preferred channel” among employees, particularly in branches, Puccio said.

“First and foremost, it was seen as a failed channel by many people and while there had been some attempts to use it in the past, when I joined the company in 2021 it was due to the organic participation of a very small group of users and there were a lot of people who already felt strongly that it just didn’t work,” said Puccio.

Changes in Bendigo and Adelaide Bank’s business inspired the company to make another attempt to promote the use of Yammer.

“There were a lot of different riders that inspired us to try again,” she said.

Using Yammer as one of the main channels to implement the Retail Wins continuous improvement program across the store network had changed perceptions of the value of Yammer.

The bank saw a 900 percent increase in active users and a 2,300 percent increase in post frequency within the first month.

“Six to seven months later, it’s still growing organically and we’re at the point of maintaining our strong commitment to the community,” said Lutz.

“There are about 150 to 200 new posts and about 2500 active people each month, and that includes people from across the bank who are interested in seeing the conversations happening.

“So a massive uptick in engagement.”

The program had also created greater visibility and understanding of Bendigo and Adelaide Bank’s retail operations.

“Thinking about the benefits for the bank as a whole, I think it has brought a certain level of visibility to our people across the business to really understand the issues and issues that are important in the retail environment,” said Puccio.

“Mostly because for our staff, when you’re not serving customers on the front line, it’s certainly part of your role to support in some way the people who are providing that customer experience.”

Puccio said that there is a greater sense of community and purpose across the organization as employees in geographically diverse areas are better connected through Yammer.

“Our employees are great at sharing stories about the many local sponsorships and initiatives our branches participate in, particularly through the community banking model,” she said.

Puccio also said that the Yammer platform has also been “fantastic” at improving employee participation in various cultural and social initiatives.

Lutz added that the “Retail Wins” program created opportunities to have “executive-led conversations” with front-line employees and that employees liked the level of engagement. Bendigo and Adelaide Bank are revitalizing Yammer with a Branch Project – Finance – Training & Development – Software

Callan Tansill

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