An Integrated Approach
Providing an Integrated Approach: Change Management Consulting, Custom Training & Delivery
The Challenge
A midwest-based, $2 billion credit union needed to convert from a legacy core financial system to the latest version. This was a significant change as navigation, data accessibility, member interaction, and processes, for both customer-facing and back office personnel, were impacted. Given the business processes impacted, it was imperative that all 650 employees were trained on the new system and processes. To minimize any potential impact to members, the client planned to convert systems over a holiday weekend.
The Solution
The client recognized the opportunity to engage employees in this critical change and enlisted i3Logic to develop a comprehensive series of initiatives to communicate the change, and the need for it, effectively prepare the staff for the change and confirm the organization’s readiness. i3Logic, in conjunction with its project partner, Delta College Corporate Services, developed a fully-integrated rollout program, including change management consulting, training development, and blended delivery solutions. Interventions included:
- Development of corporate current state analysis and future state objectives
- Creation and execution of a comprehensive communication plan, preparing all employees for the change coming and specific information regarding how it would affect them
- Creation of a blended learning environment that included web-based and instructor-led sessions, one-on-one coaching, simulated environments, and practice labs
- Extensive use of i3Logic’s web-based content delivery and community-building platform, Via>Grapevine, for employee access to courses, tests, surveys, and class scheduling
The Results
The client wanted a core financial system that provided enhanced member interaction (the system) and one that provided an improved member experience (the rollout and training). They got both!
Among the documented results:
- Employee satisfaction rating of 97%, as it relates to their level of preparedness for the conversion
- Reduction of additional employee “help desk” staff after two days post-conversion. The original plan called for the additional staff to be available for at least two weeks
- More successful interaction with members, resulting in more appropriate goods and services being provided
- i3Logic and DCCS were honored by the International Society of Performance Improvement (ISPI) with its annual Award of Excellence for their comprehensive interventions and success with this project
