Case Study – Strategic Planning, Project Management and Collaboration
Conversion Command Center
A bank planned to convert one of its acquisitions and the acquired customers to all new systems and processes over one weekend. Over one hundred employees would be learning new computers systems and new processes while staying open and serving customers. The new employees would be unsure of who to call with operational and system questions during a very chaotic time. A central Conversion Command Center was created to act as a single point of contact for employees with questions.
Early in the conversion planning process, we recognized that, despite extensive training, newly acquired employees would be overwhelmed in the first few days after the conversion, not knowing where to call for information. Their first resource were Branch Buddies, employees from the acquiring bank who were experienced in branch operations and using the systems. These Branch Buddies were placed in each new branch to assist with questions and customer contact. But sometimes the Buddies were overwhelmed or encountered unique conversion related issues. In these cases, the employees could contact the Conversion Command Center.
The Command Center was located in a large conference room with four telephone lines and PC workstations. Calls were automatically routed to the next available agent and, if all agents were busy, voicemail messages were automatically emailed to the Command Center Mail Box. A Command Center email address was created for contact by email. This address was also used to send out periodic updates on the conversion progress and outstanding issues.
Subject Matter Experts
Coordination with Existing Help Desks
Centralized Database of Issues
Through this process, the Command Center was able to quickly identify common or wide-spread conversion issues and coordinate the resources to correct them. Updates on specific conversion or training issues were communicated back to all employees through emails and by posting the issue on the Conversion Web site. Common training issues were also identified and passed along to the Training Department for follow up.
The database also became a resource after the conversion to summarize issues for future acquisitions and conversions.
Staffing From All Departments
Daily Branch Update Conference Calls
Regular Status Reports for Executive
The Conversion Command Center handled over 1,000 emails, 800 phone calls, and 400 customer contact requests during a one week peak time period with just four staff members on duty. The conversion was so successful that the daily conference calls with branch staff were able to end just four days after the conversion.