Card Championship
A successful incentive programme for advisors
The challenge
Digital payment solutions have revolutionised the way people consume and transfer money. In most cases it makes life easier – but it can also be confusing.
This is a challenge to banks, because payment cards and solutions are their main contact with customers. And if customers have a bad experience, it will fall back on the bank. So good and fast advice is key.
At Danske Bank, issues regarding payment cards are the primary reason why customers call the bank. At the same time, customer feedback and internal reviews have suggested that the bank’s advice on cards is a potential pain point to customers.
Therefore, Danske Bank wanted to educate their employees so that they could give better advice.
The internal website
One of the main challenges was that it was difficult for advisors to navigate the bank’s intranet for card information. Therefore, we developed a new site on the intranet called Kort om kort (Short Facts About Cards). As the name indicates it gives easy access to the most important facts and typical questions.
The campaign
A year later we were asked to come up with an internal event in order to promote the website and motivate employees to use it. Our task was to:
Increase internal motivation and knowledge around payment solutions
Unite customer advisors and build on the success from last year’s competition than Danske Bank developed themselves
Strengthen the competencies around cards and boost customer satisfaction
Decrease customer calls to call centre
Sorte Får created The Card Championships, a competition where employees competed on card knowledge.
Our campaign included revising the existing internal website with e-learning modules, three campaign videos integrated in a competition app, a folder, posters for the offices, invitations to employees and last but not least, great prizes for the lucky and smart winners.
The results
Most importantly, the knowledge level increased significantly. Feedback from advisors showed that they knew more about payment cards after The Card Championships than before.
Also, the internal website has also maintained a high number of daily visitors.
Finally, the bank asked ambassadors among the employees whether they wanted a competition next year. 88 % were positive.
Art Direction, concept, design: Lisekjeldsen.com
Copy Writer: tnreklame.dk
