Fynydd Blog

US Bank partnered with Fynydd to perform deep analysis on how technology can be used to offload support calls, facilitating rapid growth through acquisition. The research involved tactics across domains, including in-branch interviews in multiple states across the U.S., existing technology reviews, and more.

US Bank was acquiring smaller banks and growing at a fast pace. And with growth comes hiring new employees. And with hiring comes training. They soon discovered that there was an opportunity to re-think how they manage internal support. But they weren't sure where to begin.

Fynydd was brought in to help analyze the situation and make technical recommendations based on thorough research with the next decade in mind. We coordinated with several key stakeholder groups, like human resources, IT, branch services, and others. We traveled to several states in the continental U.S. and spoke with branch managers, tellers, and bankers, to understand their challenges with existing processes, and see their environments.

Once we understood the current state and what was needed, we authored a 105-page bound reference report outlining our findings and technical recommendations.

Some of the highlights of the analysis includes:

• 3,085 branches, 7 call centers with 25% turnover
• 1,181,069 support calls per year; 3,236 per day
• Analyzed existing intranet Knowledge Center and business processes
• Content analysis, branch surveys and interviews, and concept modeling
• 105-page phase 1 analysis and recommendations report (printed and bound)