Case Study: Greater Bank achieves 94% employee adoption and faster frontline customer service with Elcom's Evi intranet

Greater Bank - Customer Case Study

Greater Bank is a 75‑year‑old Australian customer‑owned mutual serving 270,000 customers, with about 850 employees who rely on internal systems daily. Its decade‑old bespoke intranet had become hard to maintain, unreliable, cluttered with outdated content and difficult to navigate. The bank needed a complete rethink of strategy, technology, governance, design, UX and reporting to deliver a trusted, easy‑to‑use information source for frontline and office staff.

Partnering with Elcom, Greater Bank ran extensive user research, built a three‑year roadmap and governance model, redesigned the information architecture and launched Evi — a decluttered, targeted intranet with federated search, an integrated directory, analytics and a COVID‑19 portal. The new platform became the single source of truth, achieved 94% active user adoption, sped up frontline access to procedures (improving customer service), increased employee engagement through social collaboration and enabled continuous improvement via robust reporting.

Greater Bank