Commonwealth Bank – Direct Banking Intranet

CBA’s call centre division, Direct Banking, have 1500 Customer Service Representatives, all located in Australia.

The staff found it difficult to find what they needed on their intranet. It was also in bad need of a refresh. Despite engaging a number of other consultancies in scoping the project and providing advice, no progress was being made. Staff could not find information quickly and easily while on the phone to customers. They could not check if a problem the customer raised was really occurring, e.g. Netbank is down. And they took too long on each call, costing money and making customers wait.

WebVine interviewed a number of call centre operators across Direct Banking, as well as the Head of the division and other key stakeholders. We identified the problems facing Direct Banking, and came up with innovative ideas and solutions. For example, staff relied on a very large excel file to provide certain information. WebVine converted that into a user interface in SharePoint that was easy to browse and manage.

WebVine created the site from start to finish in 3 months:

• Interviewed staff to find what they needed from the intranet.
• Designed new information architecture.
• Brought critical information to the homepage.
• Divided the site into roles so staff could find information quickly and easily.
• Created innovative ways to add new call centre scripts to the site.

A SharePoint intranet site which call centre staff could rely on as a source of information. The Insurance operators, NetBank operators, Home Loans operators are now able to access their unique sections of the site where relevant information is displayed just for them. Previously it was all mixed up all over the site. But the new site has proved to be time-saving, stress-free, and issue resolutions have become easier and faster. Any alerts are now clearly displayed and operators can now contribute to them. This made identifying problems faster, and therefore problem solving quicker in CBA.