ABN Amro is to use technology from CustomerCentric Solutions to monitor employee take-up and useage of its new corporate portal.
The Dutch bank's new business-to-employee portal has been introduced to foster global teamwork and collaboration and is projected to save the company more than $170 million over a five-year period. All of ABN Amro's corporate centre and wholesale banking employees, located in approximately 50 countries, will be linked to phase one of the portal by the end of this year.
Rather than rolling out a questionnaire to gather employee feedback, ABN Amro is embedding NetGenesis from CustomerCentric Solutions into the infrastructure. The software will monitor staff reaction to the portal and chart a course for modifying the offering.
"Having a system in place to provide reporting on portal usage is vital to understanding if employees are finding it useful," says Jeannine Lehman, senior vice president of wholesale clients e-commerce, ABN Amro.
The NetGenesis product will provide metrics on application uptake and monitor the sharing of information across the bank. The bank believes it may be able to use the data to correlate aspects of portal usage and staff retention to predict and act on employee churn rates. The company also is looking at ways to apply the information to the creation of courses and training.