New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance

Effraim HerskovicVice President, Panviva

E-Financial World, October 2006

The Problem

Millions spent on new systems / processes

Project failure rates / ROI unacceptable

Training and change management programs not delivering

Systems and processes still not being adopted

Getting There

Getting There with Help

Maps– Search and Memorize– Up-to-Date? – Complete/Relevant Info?

Passenger Seat Navigator

Today’s End-User Support For Apps

Lots of upfront training– Classroom training– Online training– Simulations

Training manuals

Technical help desks

Subject matter expert help lines

Documentation on the intranet

The Alternative…like a GPS

Performance Support Systems

Highly structured end-user documentation

Context sensitive with applications

Relevant to end-user’s role

Personalized with their own notes

Ability to send questions or feedback to the document’s owner

Case Study

Australian financial services institution

Businesses in Australia, NZ and UK

Retail, business and corporate banking

Wealth management and transactional services

Case Study

Lending Services

1,200 agents

Siebel, Lotus Notes, proprietary applications

Servicing bank’s CSR’s

Complex regulatory environment

Many / complex products

Case Study

Lengthy hold times

Call handling times – staff costs

Accuracy / consistency of answers to customers

Stress on agents – turnover rates

High training and support costs

Case Study

Documented processes

Added regulatory information

Linked information to all of their business applications

Results

Customers get answers faster

Agents under less stress

Agents are giving out information quickly, consistently and accurately

Reduced upfront training for new agents

Applicable To

Moderate to large number of employees

Complex products / regulations

Need to launch new products / services faster

Multiple business systems

Accuracy / compliance with processes is critical

Don’t Make the Wrong Turn

Thank You

New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance

Effraim Herskovic

Panviva Inc.

Visit www.SupportPoint.com

1-888-254-4025