Best practices in designing and planning bank and credit union intranets

When you’ve worked with as many banks and credit unions as we have, certain intranet trends slowly begin to emerge. 

Sure, a lot of intranets are used for similar purposes (communication, collaboration, and knowledge sharing etc.), but how specific industries tap into specific features is always fascinating for us. 

In this article we share some common themes among bank and credit union intranets, why these organizations depend on intranet software, and some key features and benefits to expect when seeking out an intranet for your bank or credit union.  

1. A focus on customer-facing employees

Financial organizations have a lot of customer-facing employees. This includes bank tellers, loan officers, branch managers, and even call center operators. Information they depend on includes things like:  

• Account information (fees, interest rates, etc.)
• Up-to-date interest rate sheets
• Trouble-shooting tips for using online banking
• Account closure guides

By helping employees quickly find this information, you can increase customers satisfaction, which can directly impact the bottom line. Providing this information can also drive financial intranet adoption and help you make the case for investing in an intranet.

2. A dedicated section for customer-related information

Every intranet has a top navigation, but how each one of our customers organizes this information is often quite personal. However we often see financial organizations include specific information about their bank’s products and services. We usually see the top level navigation look something like this: 

• Home
• People directory
• About the company
• Products & services
• Tech & admin
• HR & career
• Fun/social

The Products & Services section is important because it holds the resources frontline employees need to deliver great customer service. By gathering all the information they need in one place, you make it easier and faster for them to find answers to customer questions. Including this section in the main navigation ensures that the information is always just a click away.

3. Branch operations resources

Another common practice is to create a bucket of information about daily branch management. This includes information such as:

• Security protocols
• Opening and closing procedures
• Teller cash-in and cash-out procedures
• Courier pickup times
• Night drop logs
• Branch inspections

This information is particularly critical during an emergency, when your employees need to know where to access it. For example, during a devastating tornado, BOKF relied on their intranet to keep employees informed and updated.

Resource and branch information is often listed under the Products and Services area, which might have a broader title, such as “Banking Services”.

The decision about where this information goes should be based on user input and habits. Our Professional Services team focuses on user-centered design techniques such as intranet card sorting and task testing to inform those decisions. .​

4. A focus on employee engagement and knowledge sharing

A final practice we’ve seen is the focus on building a positive work environment. This includes online and offline efforts to keep employees engaged and enjoying their work, as well as helping them share knowledge and expertise. 

Common intranet features and activities that fit this pattern include:

• Rich employee directory
• Discussion forums focused on products & services
• Recognition and shout-out forums
• Internal classifieds
• Community spaces for sports teams, recipe sharing, etc.

Intranet Buyer's Guide

Our Intranet Buyer’s Guide will guide you through a step-by-step process to finding the best intranet for your unique needs.

Download now

Why banks and credit unions love intranet software 

Old communication methods and working in isolation just don’t work anymore. Overflowing inboxes, slow responses, and the constant struggle to find the right document are not only frustrating but also hurt productivity. This makes it harder to keep employees happy and engaged, which ultimately affects customer satisfaction.

Frontline employees play a key role in delivering excellent service. When they’re not up-to-date on important information or can’t easily find what they need, it becomes a big obstacle to providing the kind of service that keeps customers smiling. 

An intranet helps by centralizing all the important information in one place, making it easy for employees to find what they need quickly. Instead of searching through endless emails or different systems, employees can access up-to-date resources and updates right on the intranet. This boosts productivity, keeps everyone on the same page, and helps frontline employees provide better service, which leads to happier customers.

What additional benefits do intranets provide to credit unions and banks? 

Getting the right information quickly and accurately is just as important as managing financial capital. Intranets make operations much simpler. They solve specific challenges in the industry by improving communication and teamwork across the organization. Let’s look at the benefits of using intranets in banking:

• Unified communication platforms: Say goodbye to the mess of emails and mismatched systems. Intranets bring everything under one roof, making sure messages are clear, timely, and get to where they need to go, reducing the chance of missed updates.
• Enhanced collaboration across distances: Thanks to tools like collaborative editing, document sharing, and detailed employee directories, being miles apart doesn’t matter anymore. Teams across different areas and functions can easily work together, driving projects without being held back by location.
• Building trust through transparency: Trust is everything in financial institutions, and intranets help lay everything out in the open. Sharing a glimpse into how the company runs drives employee engagement, fosters a sense of ownership, and ramps productivity.
• Support for hybrid work environments: For companies moving towards hybrid models, intranets are a lifeline, giving remote workers full access to everything they need. This keeps everyone in tune no matter where they are.
• Gathering insightful employee feedback: Intranets open up a direct channel for understanding how employees feel, through real-time feedback. This insight is key to maintaining a positive workplace culture and tackling concerns quickly.
• Facilitating organizational growth: As your organization expands, intranets make bringing new people into the fold easier. They’re the go-to spot for onboarding, training, and keeping everyone on the same page.
• Centralizing information management: Intranets pull crucial documents, policies, and procedures into one place, so finding the latest info is a breeze.
• Promoting unity across departments: Breaking down barriers, intranets encourage everyone to pull together, leading to better customer service and smoother projects.

Features to look for in an intranet for banks and credit unions

Choosing the best intranet for your bank or credit union means looking beyond basic communication tools. It’s about finding a solution that empowers every team member, simplifies workflows, and enhances the organizational culture. Here’s what to prioritize:

• Comprehensive employee directory: An easy-to-use directory is essential for connecting team members across various locations, simplifying the process of finding the right person for any task or project.
• Central knowledge hub: A unified source for all bank-related information, from product updates to compliance guidelines, ensures everyone can access the most current and accurate data. This is crucial for facilitating knowledge sharing and enhancing collaboration.
• Digital forms and workflow automation: These tools are vital for modernizing processes, minimizing manual errors, and reducing paper.
• Tailored news feeds: Personalized updates keep employees at all levels, from corporate to branch, informed about relevant news and strategic objectives.
• Accessible policies and procedures: Making policies and procedures easy to navigate supports a culture of compliance and consistency across your operations.
• Efficient document management: A strong document management system is key for facilitating collaboration, ensuring proper version control, and maintaining data integrity.

When evaluating intranet platforms, consider how well they address specific challenges in the banking sector. Look for functionalities that include secure financial data management, compliance training capabilities, and integration with existing technology.

Get our complete Intranet buyer’s guide workbook

Our Intranet Buyer’s Guide will guide you through a comprehensive process for selecting an intranet that fits your organization’s unique needs. 

The workbooks outline essential features and selection strategies, and highlights practical use cases, offering a glimpse into how a well-implemented intranet can revolutionize your banking operations.

Learn more about our intranet solutions for banks and credit union intranet solutions, and let’s take the next step toward building a more connected and efficient banking experience for both your employees and your customers.