Discovery Bank launched a partnership whereby clients can access the “EasyEquities” platform to invest in shares, ETFs, property, and other investments securely and conveniently through the Discovery Bank app. For this rollout to be successful, bank consultants needed to be upskilled on what “EasyEquities” are and how Discovery was integrating the two platforms (in particular, how the EasyEquities functionality could be accessed from within the Discovery Bank app, without needing to go directly to the standalone EasyEquities app).
Program Details
The training was conducted through virtual facilitated workshops via Microsoft Teams. It included explaining the purpose of the offering and how it is a benefit to clients, and showcased the process of how clients could open an EasyEquities account from within the Discovery Bank app without any paperwork for all new customers, as well as how to link an existing EasyEquities account for existing clients. The training demonstrated how clients can transfer funds from any Discovery Bank transaction, credit card, or demand savings account seamlessly through to their EasyEquities ZAR account, in real time.
Short online sessions that had screens from the Discovery Bank app showed the digital journey clients would need to take when using the platform. The training also included videos on how to complete transactions from the Discovery Bank account to the EasyEquities account.
Short-term reinforcement happens through product coach engagement with bank consultants to ensure they have a clear understanding of the program and how to assist clients with any queries they may have. There are also bank communications such as “Bank Alert” e-mails that are sent to the business to keep agents informed of updates or changes to the offering.
Long-term reinforcement happens through what are known as “Buzz Sessions,” where team leaders and product coaches conduct short impactful training sessions in the work environment to ensure teams are knowledgeable and feel comfortable to assist with client queries that are linked to the platform. Discovery’s information library-type system called Confluence also offers employees resources to brush up on information or use it as their point of reference when on a call with a client to ensure the right information is being relayed.
Results
Some 17 percent of Discovery Bank’s workforce was trained on EasyEquities. Since the training was facilitated, Discovery Bank launched EasyEquities to the client market, and the trained bankers have assisted clients on more than 2,000 calls. An average customer satisfaction score of 4.8 out of 5 has been achieved. Some 96.3 percent of these clients were positively satisfied with the bankers’ service and assistance.
