Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

ABN AMRO presentation at Intranet.Reloaded in Berlin (17042012)

1,112 views

Published on

one intranet; optimized customer service through integrated use of online media

Published in: Economy & Finance, Technology
  • Login to see the comments

  • Be the first to like this

ABN AMRO presentation at Intranet.Reloaded in Berlin (17042012)

  1. 1. one intranet Michiel Scholten ABN AMROOptimized customer service through integrated use of online media 17 April 2012
  2. 2. One intranet
  3. 3. Fragmented information channel
  4. 4. Our two main challenges *1.) Information overload 2.) Hard to find Staff want information that is "I want all information geared to the needs of various business lines, such offered via one portal. as retail and commercial & As it now stands, its merchant banking. "There sometimes a jungle of must be some kind of pre- information". selection".* Input from our quarterly internal survey: Mood Monitor
  5. 5. Everything started with 1Our approach is simple;1 vision à from a user perspective1 ideal world à personalised intranet1 owner à 4 partial projects1 steering group
  6. 6. 1 intranet}  International intranet (24,136 employees )}  1 look & feel}  1 content management systeem}  4 languages (NL/EN/FR/DE)}  Edition concept}  3800 news messages per year}  5000 request changes (small till large) 6
  7. 7. 1 intranet}  International intranet (24,136 employees )}  1 look & feel}  1 content management systeem}  4 languages (NL/EN/FR/DE)}  Edition concept}  3800 news messages per year}  5000 request changes (small till large)}  1 search engine 7
  8. 8. 1 intranet}  International intranet (24,136 employees )}  1 look & feel}  1 content management systeem}  4 languages (NL/EN/FR/DE)}  Edition concept}  3800 news messages per year}  5000 request changes (small till large)}  1 search engine New York}  International governance model Mumbai Hong Kong Singapore São Paolo 8
  9. 9. 1 intranet}  Ratings}  Responses on news}  Quick poll}  Video embedding}  Event calendar}  Weblog Gerrit Zalm}  News feeds and search results on product pages}  1 statistics programme}  1 dedicated team (13 FTE) 9
  10. 10. Lessons learnedapplications are out-of-scope listento your target group no big-bangjoint effort with IT celebrate yoursucceses start with user groupsno reuse start again usability labuse your statistics
  11. 11. Sharepoint; our collaboration tool
  12. 12. Sharepoint; our collaboration tool
  13. 13. ABN AMRO Arena
  14. 14. What is ABN AMRO Arena? ABN AMRO Arena is an online dialogue platform An interactive social platform that allows us to communicate on a large scale ABN AMRO Arena is an accelerator It supports cooperation, knowledge-sharing, commitment and innovation and utilization of available knowledge, expertise and capacity ABN AMRO Arena is a new way of working Bottom-up dialogue and cooperation are essential for building an effective bank and a customer focused culture. As an intensive knowledge organization, we are highly dependent on the input and feedback from each other
  15. 15. Our targets Knowledge sharing: colleagues can better track and share the knowledge within the organization Collaboration: Colleagues seek cooperation between and around departments. Community: Colleagues can find and understand each other better Customer focus: the customer is the main focus of the entire bank Innovation: Making the bank even better. Thinking and implementing of new ideas, services and processes together.
  16. 16. How did we get started? ACTIVATION PROGRAMME ONLINE FACILITATING PLATFORM PROCESS A platform with Facebook features alone is not the solution 16
  17. 17. Arena strategy and roll out 2010 Q4 2011 Q1 2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2 6. Innovate 5. CollaborationARENA STRATEGIE 4. Community 3. Knowledge sharing 2. Customer focus 1. Signaling Totaal berichten Arena per week Cultuurscan WTT 800 Leencampagne Districten 700 Bureaucratie, Best of Both Worlds, 600 Trots Het Nieuwe Werken 500 Mobiel Bankieren IT Solutions NL 400 300 Duurzaamheid 200 Klantmigratie TIR 100 0 17
  18. 18. ABN AMRO is getting more familiar with Arena Total new particpants Cumulative new particpants Arena grows with an average of 152 new particpants each week. 18 Since the bank-wide roll out (May 2011) Arena has a growth percentage of 3,44%
  19. 19. Programme activates participants 800 700 600 500 400 300 200 100 Totaal reacties Totaal bijdragen 0 apr-11 mei-11 jun-11 jul-11 aug-11 sep-11 okt-11 nov-11 dec-11 jan-12 feb-12 mrt-12 Since the start of Arena, 17,991 messages have been posted. There are on average 233 contributions and 280 responses each week. 19
  20. 20. Which social parts do we have?
  21. 21. One intranet Mobile
  22. 22. one intranet Michiel Scholten ABN AMROOptimized customer service through integrated use of online media 17 April 2012

×