Enhance engagement with your branches to deliver superior customer service

Enhance engagement with your branches to deliver superior customer service

Banco Galicia, one of the largest private sector banks in Argentina and spread across over 423 branches, strives to enhance engagement with their branches to enable them to provide best in class services to their customers. However, they realized that the old ways of communicating with people, through the intranet and through an app they had developed to publish internal news, were not enabling them to reach employees and engage in the way they expected.

After launching Workplace by Facebook and getting over 95% of their community to use it every week, they decided to move all old channels to Workplace, turning down their former Intranet and mobile news app. This not only enhanced engagement with branches by giving people the opportunity of two-way participation but also enabled more than 30% IT cost savings by making old tools redundant.

How to do it in your organisation in three simple steps:

  1. Announce the change from the previous channels to Workplace to all users: Banco Galicia communicated the change using the previous channels, informing users that all communications from that moment on would be done via Workplace
  1. Create corresponding Workplace/chat groups and ensure relevant information to each audience: Convert all previous channels into one (or more) Workplace or Workplace Chat group. Decide which employees should be invited to each group by project, function or location and educate users on the best approach to post. Galicia did so by creating by using the hashtag #TipsWorkplace to share best practices.
  1. Get your leadership onboard: The leaders from Galicia led by example not only by publishing on the platform from day one but also by engaging with users on a regular basis. 

About Banco Galicia

Founded in 1905, Banco Galicia is one of the largest private sector banks in Argentina, offering financial services to over 4.2 million customers, both individual and corporate. Headquartered in Buenos Aires, Argentina, it employs more than 6.000 people.

More about the company here.

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