Communications is an integral component of daily operations at CIBC Collections. To keep employees informed the company uses a variety of mediums including team huddles, newsletters and bulletins. However, with four offices in three cities, communication consistency and timing have always been major hurdles. With the speed of business continuing to evolve, CIBC needed a solution that would help bridge some of the department’s geographic and information gaps.

High Road Communications developed a bilingual communications-based intranet system designed to improve communications and prepare employees for future Web-based services. Our initial research indicated that most of the Collections call centre employees had limited time to access online resources. With this in mind, High Road concluded that the online environment needed to be easy to use with succinct content. The premise was, “Tell me what I need to know right now and I’ll find the rest later.”

Feedback on the new intranet has been overwhelming positive. Employees feel more informed and managers are confident that their team now has access to important
information necessary for their jobs.