SCOPE OF ENGAGEMENT
A thriving regional bank determined the need to replace its outdated consumer loan platform, enrich the consumer loan products offered via its website, and improve overall customer experience. Due to the significant transformation the new platform will bring to the organization, the bank needed expertise in Change Management dedicated to this project.
THE SOLUTION
BASG’s Consultant led the Change Management workstream while working closely with key stakeholders and the lines of business (LOBs) to ensure changes were appropriately captured, documented, and tracked. BASG partnered with the bank’s Corporate Learning and Marketing / Communications groups to initiate and develop communication and training for ease of user adoption.
Throughout the project actionable deliverables for the five Change Management levers were adhered to which minimized the change impact, created seamless transitions, supported user adoption, and mitigated risks.
THE RESULT
The Bank enhanced the consumer lending experience and improved its competitive standing in a post-COVID consumer loan marketplace that is driven by a desire for customized product options, stress-free interaction and heightened response time.