Document Resource Library
The Challenge
FI was using SharePoint as a resource library for frequently used forms, spreadsheets, client correspondence templates and support area data gathering requests. Forms were organized by support area, making it time consuming for client facing personnel to find the necessary forms required to solve client issues. There was also no process in place for version control, naming conventions and ownership of each document.
The end result was an inefficient use of client facing resources time. Time was spent searching across multiple support area pages, often times submitting outdated information requests that had to be re-submitted.
The Solution
The creation of individualized resource libraries for Branch Team Members, Small Business Relationship Managers and Commercial Relationship Managers.
Each library was organized customized based on the needs of each group.
New resources were added for sales results, meeting documentation, marketing updates, sales correspondence and community based activities.
Implemented version control to ensure resources in the library were current and accurate.
The Result
Client facing team members were able to access resources 75% faster.
The number of back office requests that had to be re-submitted dropped by 80%.
Client facing team member frustration regarding the process disappeared.