Once you’ve secured buy-in from senior leadership for your video banking plans, the next step to effectively executing your rollout is building your project team. It’s important to identify and involve these individuals early in the process so their knowledge and feedback can help you design and fulfill your virtual services vision.
Let’s take a look at who these key players are and how their departments will best serve your overall strategic plan.
Lines of Business: Identify the stakeholders who will be primary users (e.g., retail banking, commercial banking, lending) and consult with them throughout the implementation and deployment process. They will provide specific needs in their respective areas for you to address in your plan.
Customer Service/Contact Center: These individuals will be at the frontlines of many of your use cases and serve as the face of your institution and your video banking program. They can greatly enhance the customer experience and collect constructive feedback from customers to help continually improve your virtual banking services.
IT/Security: Your tech team will be vital in helping identify and deploy the most appropriate video technology vendor from among many options. This team will also be responsible for evaluating the impact of video on the network load and keeping your video program aligned with your security policy.
Channels/Digital Banking: This group will be responsible for making sure that the chosen video technology gets properly integrated into all of your digital platforms and into your omnichannel strategy. If this isn’t done effectively, you won’t have virtual banking.
Compliance: Banking is highly regulated and you’ll be exchanging sensitive private data. This department will make certain that your program meets all regulatory and compliance requirements.
Human Resources/Training: This team will help drive change management as video technology will certainly alter your organization’s workflow and employee behavior when dealing with customers. The training will help employees grow comfortable using the new technology, including navigating customers through it and being confident on camera.
Marketing: Deploying video banking isn’t beneficial to your business if consumers don’t know your offer it and they don’t use it. The marketing team will get the word out via an array of channels, including print collateral, online announcements, and the media. Their responsibilities will be crucial to driving the usage of video banking in your business.
Finance: These individuals are essential in providing the money needed to fund your video banking vision and monitor its effectiveness once it’s deployed. The success of the early phases of your video banking strategy will give them the confidence to provide additional funding to expand the virtual program in the future.
To learn more about how to build your video banking project team and other critical steps you need for a successful video banking rollout, download our guide to implementing video banking.