ABOUT THE CLIENT
Raiffeisen is the 1st cooperative bank in the country. In 2021, the Bank counted over 43,000 members. They currently employ around 650 people, both at its headquarters and in the Bank’s agencies. The Bank set up a partnership with POST Luxembourg in 2016, thus making it possible to extend its network of agencies.
In 2012, the bank decided to install the T24 Temenos core banking software, this Swiss banking software is in wide use throughout the banking world (it is currently in use by over 600 banking institutions).
Prior to this, the bank operated using an in-house solution, which no longer corresponded with the bank’s changed requirements.
The introduction of T24 at the bank meant far more than “just” a change of software: in fact it represented a complete review of the way the bank dealt with daily IT processes and involved corresponding changes to workflows and ways of working, including the adaptation of process definitions and task attribution between teams.
This is because T24 operates with standard operating models, which limited the flexibility provided by their home-made solution, which adapted to their organisation and working patterns.
This project involved the business teams over a period of more than three years and affected over 500 employees.
The T24 project was :
- 140 employees at peak times
- 15 nationalities
- Almost 1900 project days
- More than 5500 man-days of functional development
- More than 40,000 test cases executed
MindForest accompanied Raiffeisen throughout the entire project duration.
Its mission spanned several different fields:
“When the helpdesk was set up, users who asked questions that were answered in the documentation were referred to the correct form. With this documentation, the training materials and the test environment that we provided, we encouraged users to look for the solution themselves. And it is thanks to this method that they got used to their new tool more quickly, which accelerated their learning curve..”
TOOLS, METHODS & ACTIONS
THE PROJECT OUTCOME
With newsletters, intranet, which provide a channel of communication to management and stakeholders on the project
With the network of exchange agents (top-down): local support with a business orientation)
With an event, where employees were able to see the application presented by the key users working on the project, and to ask questions to the project team
Production of documentation to make it easier to use the application (sheets, computer graphics, illustration of processes)
Production of didactic, exhaustive and rigorous support, adapted as the application develops
as users feel considered because they are equipped and trained.
Collaboration with the training teams to produce the training materials. Construction of 2 types of materials: “Basics” and “Guichetiers”. Training the trainers.
A user-oriented documentation
Who is it for? When? Why?
How to transform a raw text that is difficult to read into a readable and attractive page for employees?
THE MAIN SUCCESS FACTORS
The next success story is yours!
 According to the website https://www.appsruntheworld.com/customers-database/products/view/temenos-t24