Working closely with Standard Chartered’s ‘champions’ network we implemented a change programme.
The immediate task was to revitalise confidence in the systems, helping staff understand where they were going, how they were going to get there and what was expected of them. The longer term goal being to drive better efficiencies through improved management of client information, ultimately leading to a better client experience.
In order to reposition the campaign to the bank’s overall business objective and reflect a more externally focused attitude, the old, process led name, ‘TOM’ was replaced with ‘oneCLIENT’.
Alongside training sessions, a range of visually compelling awareness materials, including booklets, email teasers, posters and banners were deployed. The materials helped instil a deeper understanding of the system whilst building excitement and a sense of comradeship.