Truist Bank

SunTrust Bank (now Truist Bank) acquired three banks in Cleveland, Ohio over a period of time. Each of these banks’ IT systems were left autonomous until they were ready to be integrated into the parent company at the same time. Each bank had a collection of legacy IT systems that had to be migrated to the standard IT platform used by SunTrust. For customers, a visual benefit of the migration would be more mobile phone banking and other ease of use features that would reduce the need to walk into branch locations.

Transformation

A significant first step was to understand what the elements of each system was, and how the data and client experience could be migrated, without interrupting services for not only the clients, but the employees using the new tools and the changed processes that these brought with them.

Having completed the design, a test and training environment was created in parallel to the live system. Data was mirrored across in phases. As each application in the new environment was created, the new workflows were documented, and training was prepared for employees. A Change Management program was put together for employees that included communication plans, training, reinforcement, a helpdesk ticketing system, an escalation process for staff that needed more support and a series of roadshows to promote and educate staff in the changes.