About
Re-directing employee effort from quality assurance to excellence delivery in everyday banking
Innovation presentation
Recent internal activities in Intesa Sanpaolo have generated relevant changes and innovations for SEIok, the comprehensive tool used to monitor and evaluate branch performances in terms of excellence offered to customers. Considering the new edges and features developed, like the introduction of an employees dedicated mobile app and gamification logics, SEIok represents now a key component in branch rewarding schemes and aims to spread the importance of offering a high quality service to customers.
SEIok, in fact, takes into consideration multiple KPIs and different customer segments in order to evaluate and consequently to reward branches more accurately.
The user-friendly concept of the new tool has been designed and conceived in order to detect key drivers of excellence and to deliver level-specific information about main areas of improvement.
Moreover, the renewed SEIok is fully customizable according to user’s profiles (seniority level, management roles, etc.), providing tailored highlights to branch managers and HQ executives. For example, executives operating at the highest level of the organisation have full access in monitoring results and performances filtered by region, district and single branch. Otherwise, branch managers have limited access and are allowed to consult exclusively results and figures regarding the branch they are in charge of.
Uniqueness of the project
SEIok has been developed in order to be as simple as possible, consistently with the renewed channels (internet banking and mobile) and new purpose: being an important part of the rewarding scheme.
In this phase, great importance has been given to:
• new metrics definition by analysing customers expressed and latent needs
• facilitated user experience aimed to a higher engagement
According to their specific roles, users can consult their current performance status, weaknesses and areas of improvement.
This procedure has huge impacts in terms of “close-the-loop”. In fact, branch managers can consult info materials, training contents and best practices about their performances. Moreover, Intesa Sanpaolo has set up a SEIok dedicated team with cross-competences supporting employees with specific tips and guidelines.
The result of this evolution is a monitoring tool able to provide, to both HQ and branches, with a 360-degree view and understanding of level of experience delivered.
