For many banks, your top talent often spends more time wrestling with software or in training sessions than building customer relationships.
Poor tech adoption is a revenue killer. Every minute spent troubleshooting a tech issue or searching for support is a minute not spent on revenue-generating activities—meeting with customers and deepening relationships.
Unfortunately, this is caused by three common issues:
- Too many digital tools, too little guidance. The average organization now uses 8 times more software apps than in 2017. Meanwhile, operations are getting more complex as teams grow: M&A in the UK financial services industry reached its highest level in over a decade in 2024.
- Inefficient software use. Your expensive tech stack is supposed to boost productivity and deliver a competitive advantage. Instead, poor adoption, confusing workflows, and inconsistent usage create bottlenecks and bloat.
- Compliance complexity. Banking regulations change constantly. Keeping your team compliant without endless training sessions feels impossible, and even with training, you may still end up vulnerable to fines and lawsuits.
To tackle these three issues, forward-thinking banks employ three tactics:
1. Make software onboarding and training painless
Traditional training methods—like one-off, virtual sessions—remove your relationship managers from the field and waste time. Worse, 70% of training content is forgotten within 24 hours, sending bankers in search of supplemental resources to answer their questions.
Banking leaders need to use in-app, contextualized support to effectively onboard and train employees. This approach gives employees the help they need, when and where they’re already working.
Real-world example: Speeding up new user onboarding
As part of an M&A, a global investment firm needed to migrate and onboard 1,200+ new employees from its legacy Salesforce instance to Microsoft Dynamics 365—across four countries. They also needed to minimize support tickets during the migration and allow IT teams to customize the Dynamics 365 environment for their business needs.
Using Pendo In-app Guides and Analytics, they gave their bankers on-demand support exactly where they needed it—drastically reducing support tickets and training time.
2. Turn usage data into productivity insights
You can’t fix what you don’t understand. Without visibility into how your teams operate—across increasingly intricate, complex digital ecosystems—it’s impossible to ensure bankers use the software they need efficiently and correctly.
By pinpointing exactly where users are getting stuck (or whether they’re completing workflows as efficiently as possible) you can identify who needs support, where they need it, and what to say. This way, you can deliver a personalized software experience for every user, without depending on engineering resources.
Real-world example: Uncovering and resolving workflow friction
When a top 10 bank launched a new CRM system, their employees struggled to learn and use it. Team members spent lots of time trying to complete simple tasks rather than spending time building relationships with their customers. And without deep user data, the bank couldn’t pinpoint where employees were getting stuck.
By using Analytics, they uncovered where employees were running into workflow friction and where they were getting stuck. Then, they used Pendo to capture feedback in-app, test solutions, and ultimately increase software adoption. With Pendo, this bank saved thousands of hours of relationship manager time—freeing them up for higher-value, revenue-generating work.
3. Embed compliance best practices into workflows
Banks need to prioritize efficiency and productivity while also complying with industry regulations. Regulations change frequently—whether in response to innovation, crises, government administration, or gaps in current frameworks—and they vary by region. Educating a large workforce on these nuanced, ever-evolving regulations is tricky but critical.
To achieve this, companies use guides to embed regulatory tips, best practices, and resources into workflows. Pendo installs as a simple browser extension, so teams can modify their UI via embedded guides—all on their own.
Real-world example: Reducing noncompliance risk and fines
When a new regulatory requirement arose in Canada, one of the world’s 10 largest banks used in-app guidance to provide crucial compliance information to employees. By adding overlay guides directly into employee workflows, employees knew how to comply with the changes by filling in account fields correctly. The best part? The global bank achieved all of this in just a few hours, saving time and preventing non-compliance.
Imagine your relationship managers spending less time fighting software and more time building customer relationships.
Pendo helps banks reclaim this valuable time by streamlining software adoption, providing usage insights, and embedding compliance into workflows. Connect with an expert to see how we can help your team get back to what matters: your customers.
