Wells Fargo | Fix our Internal Communication Gaps

Wells Fargo LogoWells Fargo & Company is a multinational banking and financial services holding company headquartered in San Francisco, California. It is the third largest bank in the U.S. by assets and the largest bank by market capitalization. They offer a range of financial services in more than 80 different business lines and delineates three different business segments: Community Banking, Wholesale Banking, and Wealth, Brokerage and Retirement.


The Consumer Credit Group (CCG)’s Gallup Poll results indicated that there were major gaps in the customer experience for loan products. Weak ties between the desired and actual customer experience were attributed to their poor internal communication processes and methodologies, specifically between two key groups.


We created a detailed process framework—Level 1-4 Processes for Wells Fargo CCG. This framework included process maps, process narratives and interface requirements which mapped to their corporate process initiative whose goal was to enable a stronger connection between two business groups.


Process narratives and templates replaced all other tools to create a standard communication approach across all channels that effectively communicated the customer experience. This resulted in Wells Fargo achieving a higher reported level of adoption and improved customer experiences at call centers and branches.