Canadian Western Bank (CWB) engaged our company to help develop a more client-centric sales and service culture for their retail branch network. Predominantly a commercial bank, CWB’s branch retail operations had suffered from a lack of attention from senior executives and even branch management. CWB was initially drawn to Fusion because of our successful track record with credit unions, believing that their Think Western and Specialty Service corporate culture aligned more closely with credit union values than those of the larger banks.
Our initial engagement included:
- Consultation and collaboration on client service processes
- Internal branding of the client sales and service methodology
- Authoring of training materials
- Delivery of sales management/coaching seminars for supervisory staff and branch management
- Monthly telephone conference calls for coaching and supporting branch coaches
- Delivery of training seminars for all customer-facing retail branch staff
- New staff onboarding seminars
Over the following nearly 20 years, Fusion was entrusted with increasing responsibility for staff development programming, including:
- Development and training for activity measurement and accountability systems
- Advanced sales process training – objections and negotiations
- Advanced coaching training
- Commercial lenders training
- In-branch follow-up coaching days
- Monthly sales meeting agenda authoring
- Video resources, hosted webinars, and LMS content design and deployment
- E-learning modules for new staff onboarding
- Design and delivery of Train-the-Trainer programs for in-branch delivery by CWB coaches
- Canadian Direct Insurance call center staff training and coaching
- Hosted live webinar deployment of new staff SSR (teller) sales/referral training
- Branch Manager conferences – educational content provider
- Accountability and performance management consulting to the AVP and regional management level
- Consulting, design, authoring, and delivery of the internally branded sales and service model “Being Crucial” for all business groups (retail banking, commercial banking, equipment finance, real estate)
- Equipment Finance Group training
- Seminars for prospecting & pipeline management
- “Being Crucial” seminars for new sales staff and management onboarding
- Renewed commitment for 2018 with live skills training, webinars, and new e-learning programming
Our relationship with Canadian Western Bank is a prime example of a client utilizing the full range of our services, from strategic analysis, assessment, and consulting, to instructional design, materials authoring, training facilitation, coaching support, and the development of customized resources. We have become a trusted partner, frequently consulted on performance management and accountability topics.
Canadian Western Bank’s success over the years is a testament to their growth and commitment to continuous improvement. Over the course of our nearly 20-year partnership, their teams achieved:
- Total asset growth from $2.4B to $25.3B
- Loan growth from $2.0B to $22.1B
- Deposit growth from $1.9B to $21.1B
- Net earnings growth from $19M to $177M
- Branch locations expanded from 23 to 42
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