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

1. one intranet Michiel Scholten
ABN AMRO
Optimized customer service through integrated use of online media 17 April 2012

2. One intranet

3. Fragmented information channel

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, it's merchant banking. "There
sometimes a jungle of must be some kind of pre-
information". selection".
* Input from our quarterly internal survey: Mood Monitor

5. Everything started with 1
Our approach is simple;
1 vision à from a user perspective
1 ideal world à personalised intranet
1 owner à 4 partial projects
1 steering group

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. 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. 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. 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. Lessons learned
applications are out-of-scope listen
to your target group no big-bang
joint effort with IT celebrate your
succeses start with user groups
no reuse start again usability lab
use your statistics

11. Sharepoint; our collaboration tool

12. Sharepoint; our collaboration tool

13. ABN AMRO Arena

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. 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. How did we get started?
ACTIVATION
PROGRAMME
ONLINE FACILITATING
PLATFORM PROCESS
A platform with Facebook features alone is not the solution
16

17. Arena strategy and roll out
2010 Q4 2011 Q1 2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2
6. Innovate
5. Collaboration
ARENA 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. 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. 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. Which social parts do we have?

21. One intranet
Mobile

22. one intranet Michiel Scholten
ABN AMRO
Optimized customer service through integrated use of online media 17 April 2012