US

The Co-operative Bank

Interact provides a unified system that delivers improved findability and easy access to content.

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No. of users
1,000 – 10,000
Vertical
Financial services
Location
United Kingdom
Retail customers
3.2 million+
Business customers
95,000+

The Co-operative Bank is built on co-operative values and a customer-led ethical policy. They are the original ethical bank. The bank has branches, colleagues, and services across the UK.

I’m proud of the way colleagues have embraced the new intranet and how they’ve continued to connect. The Buzz has been instrumental in building on our open and honest colleague culture.
customer image.

Challenges

The Co-operative Bank has a colorful intranet history. Prior to the creation of the new Interact platform, The Buzz, any colleague working in one of the bank’s contact centers had to use up to four different intranet platforms in a day to access the information they needed.

 

Each platform varied in functionality, tone of voice, and brand. There was no consistency and each platform had its own flaws, including a lack of social and collaborative features.

Solutions

They set out to create an intranet that would meet employee needs now and in the future. The bank wanted to create an enterprise social network while also improving discoverability and making content easy to access.

 

  • Employees can find key communications both across the bank and locally within their areas; enabling the delivery of information more efficiently.
  • The Buzz delivers one version of the truth and a consistent brand message.
  • The new system has initiated a thriving culture where colleagues can be open and honest in asking questions and sharing their thoughts, experiences, and ideas.

Benefits

  • The Buzz has become integral to everyday work and all colleagues access the intranet daily to view process maps, scripts, and information. The Buzz now provides the tools colleagues need to connect and do their jobs.
  • Prior to launch, the old intranet received virtually no new content. It now averages 650 blog contributions a month, with each one producing engagement from colleagues.
  • The homepage was scaled and redesigned to find a balance between user-generated content and objective-oriented actions. New mega menus aggregate both of these goals and usage figures have increased dramatically.

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