A Proven Plan for Smooth New Tech Implementations
To keep pace with competitors and meet ever-changing customer expectations, banks and credit unions are prioritizing their digital customer experiences more than ever before. As a result, they are compelled to upgrade their technology regularly. And while these upgrades are crucial, they come at a cost — both financially and operationally. New technology is expensive and disruptive, often creating confusion for both staff and customers, as evidenced by the support spikes that occur when new systems are rolled out.
To maximize the return on these tech investments, it’s critical to minimize disruption and ensure a seamless transition from old systems to new technology.
The Problem: Ineffective Training Models
Tech providers, though experts in technology, are not experts in training. Typically, they offer instructor-led training sessions, often forcing financial institutions to adopt a train-the-trainer model to minimize downtime. However, this approach is riddled with flaws: as information is passed down the line, key details are lost or, worse, incorrectly communicated to frontline staff. This creates single points of failure: what happens if your trainer leaves, falls ill, or if new staff need training?
Some tech providers offer eLearning options, but they’re usually delivered via outdated learning management systems that aren’t optimized for teaching new tech, leading to further inefficiencies.
High turnover rates demand a permanent, accessible repository of training content that can effectively onboard new staff members.
The Solution: Fluent Frontline Staff on Launch Day
Financial institutions must ensure their frontline staff is fluent in new technology from day one to minimize disruption, drive rapid customer adoption, and maximize ROI.
Here’s how:
1. Minimize Downtime with Microlearning
Deliver training in the flow of work, making it less daunting for staff.
Microlearning breaks content into bite-sized lessons, enhancing retention and reducing the time required away from daily tasks.
2. Maximize Engagement with Game-Based Learning
Transform training into an engaging exercise with game-based microlearning.
We know that financial institution staff are burdened with constant compliance training, which can feel like a chore. Game-based microlearning makes learning fun, encourages repetition, and leads to better retention and application in real-world scenarios.
3. Let Them Learn by Doing
Build guided transaction simulations to allow staff to see and understand processes, then challenge them to replicate tasks without guides, cementing their skills.
New financial technology can be intimidating. By providing a risk-free environment for staff to try out new tools, they can gain confidence.
4. Certify Your Staff on New Tech
Certification gives staff a goal to work towards, serving as an intrinsic reward and a measure of accomplishment.
Certifications also help institutions assess frontline fluency, identifying who might need additional training to support new technology effectively.
5. Offer Support in the Flow of Work
Create an online hub with tech walkthroughs accessible anytime so staff can refresh their knowledge on specific transactions or use cases.
These walkthroughs also serve as a resource to show customers how easy it is to bank digitally, enabling staff to provide on-demand support.
Technical Walkthroughs also serveas a resource to show customers how easy it is to bank digitally, enabling staff to provide on-demand support.
Next Steps: Promote Your New Tech to Customers
Achieving frontline fluency is just one part of the equation. To truly maximize your tech investment, you must promote your new technology and teach customers how to use it effectively.
Use Your Online Hub: Share links to specific technology walkthroughs via email, showcasing how simple it is to use your new tools.
Promote on Social Media: Highlight new tech features and share instructional content across your social channels to reach a broader audience.
Website Integration: Link to your online hub from your website, providing a self-help option for customers who prefer to explore independently.
Equip Your Contact Center: Give your contact center agents access to the hub, empowering them to quickly resolve customer inquiries with step-by-step guides.
The Final Squeeze
By equipping your frontline staff with the right tools and promoting new technology effectively, financial institutions can ensure a smooth transition, minimize disruption, and maximize the return on their technology investments. With the right training approach, you can turn every tech upgrade into an opportunity for growth and enhanced customer experience.
