For the past eight months several teams at FNB have been involved in a challenging project. The revitalisation of our transaction website www.fnb.co.za. Once again it proved that that working together in a collaborative team framework produces a better result than that of any individual effort to make helpfulness a reality.
It started with the assembly of a Digital Committee in FNB consisting of a small team of managers in FNB led by Brand. We delivered a strategic presentation to our EXCO encouraging them to buy-in and invest resources into implementing our digital strategy. Much of this strategy is now evident with work to date. It includes our social media efforts, RB Jacobs on Twitter, our various Facebook profiles, our Google initiatives, ORM systems, websites such as www.shine2010 and www.howcanwehelpyou.co.za. www.classicclashes.co.za, www.varsitycup.co.za and of course now www.fnb.co.za.
The key focus of our strategy is to make our brand promise of “how can we help you?” a reality.
I will admit to feeling a momentary and very short lived wave of self-importance in managing to get the FNB’s senior management to listen to our thinking. However, I soon had to get off my high horse and step back to allow the CEO of FNB Online to take over and create a whole new framework for www.fnb.co.za. She in turn assembled a key team in her division and engaged with all stakeholders, to put together the technical framework for the new site. I think they’ve done a great job!
This project was not without it’s lows. The time parameters of the project were very tight and created a lot of stress in the working teams. There was also jostling between business units to ensure their voice would be heard the most and from time to time, those who shouted the loudest seemed to get furthest. However in the end, sensibility prevailed. Even in the most difficult discussions, productive resolutions were reached. The important lesson for everyone was to differentiate what was motivated by self-interest and what's right for our customers. Not easy, but helped by the internal culture at FNB, which encourages Innovation, Accountability, Pride, Ubuntu and Respect.
We now have a great working start in a customer centric website. It's also really a work in progress approach which will see further enhancement and improvement over the months to come. As with all ground breaking projects there will be glitches and lessons to be learned. However and importantly www.fnb.co.za makes helpfulness a reality to our customers in this communications space.