Memorandum

TO: FROM: DATE: RE: MarJean Smith and Brian Haugen Trey Kjono November 9, 2013 Implementation of Verisight Software for New Hires

Bell State Bank & Trust is a company that prides itself on knowledgeable employees serving customers in a professional atmosphere with friendly demeanors. Our loyal customers, whose confidence in us to provide the best service have led us to our growth and success while maintaining the friendly local attitude with which it all starts. I am requesting permission to begin the installation of Verisight software programs as well as the training of our recent hires, so that they can field questions regarding retirement accounts. I am seeking to be granted time to organize training classes for recent hires who have no background in regards to Verisight retirement software, as well as the implementation of the program and extended monitoring of the trainees. Once the software is installed and the training is complete, the employees newly developed responsibilities will make for a much more productive office as well as providing high-quality customer service and convenience for our customers.

Present System
Currently, we have six employees who are not experienced in the numerous retirement software programs offered by Verisight. Because of their lack of knowledge in regards to retirement accounts, these employees are resorting to either transferring phone calls to the Verisight customer service headquarters or having to transfer the call to an available team lead or coworker with access and background in the software. For the last three months, the Crossroads location at Bell State Bank & Trust has primarily been concerned with the recent upgrades to our mobile app and the large online banking overhaul. As you already know, we have agreed with Verisight to have them field some of our customers questions be it 401(k), 403(b), and 457 retirement plans so the Crossroads location doesnt become bogged down

during the mobile app transitional period and numerous online banking implementations that have recently taken place.

Problems with the Present System

Now that the new employees and customers alike have adapted to the recent changes, the need for our employees transferring calls elsewhere is no longer necessary. While transferring phone calls between coworkers and often a third party may seem like a relatively painless process, the problem lies in that by doing these unnecessary transfers we are having an inefficient workplace as well as inconveniencing our customers. This is not the Bell way. Despite our desire to have all customer questions be answered by one representative, the lack of training that the new employees have in these particular areas and the need to have different representatives, often not even direct Bell State Bank & Trust employees, fill in for them is quite contrary to our goal of providing the best service delivered from knowledgeable workers. It is an annoyance for customers to call in and then be transferred to an automated message system before speaking to a Verisight representative, and it is an inconvenience to the veteran employees who have to break from current work projects in order to fulfill customer inquiries that could be filled by their original representatives once they are given proper instruction.

Objectives
To solve the dilemma that we are currently facing we need to do the following: Install Verisight programs with updated retirement software packages such as SonicWALL, Smart Desk, AWD, and Mid Atlantic Trust to each of the new Crossroads employees desk computers. Hold classes for the new hires to educate how to navigate these programs and how to answer questions pertaining to retirement accounts held by Bell State Bank & Trust. Monitor the newly trained employees retirement calls for a brief period in order to ensure that they are correctly and effectively answering any questions that may arise.

Proposed Solution
In order for the Crossroads team to implement the objectives a few criteria must be met: As for the first step listed under the Objectives heading, each of the new employees desk computers must be outfitted with Verisight software. The installation of Verisight programs can all be done remotely without the need for an IT specialist to be at the Crossroads location. Luckily for all involved, Verisight, and in particular the main software program to be used, SonicWALL, has not undergone any substantial updates or changes since the last team lead staff meeting. It has had two minor bug fixes though nothing has changed in regards to the schematics of the program and so lead trainer Karla Winandy and myself should be able to jump right in and get to work.

The following step, the training of employees should take roughly three hours to complete. Because of scheduling conflicts, I have decided to split the six employees that need to undergo training into two groups: the weekday shift (Group A) and the weekend shift (Group B). The step-by-step manuals are already created and are currently stored on the H-drive of Bells computer server. The third and final objective, monitoring of the newly trained employees is to ensure that everything goes well. Karla and I will link a wireless headset up to the trainees phone and program the settings, so we can overhear calls that come in through the retirement path in case assistance is likely to be required.

Methods
To bring about the desired results I have proposed, we will need to have our IT Department install the software throughout the office. In order to accomplish this, we would call up our information technology department and speak to Gary Inman. I am planning on making this call and having the installation complete on Wednesday, November 27th. Gary, one of Bells senior VPs, as well as the information systems head manager, would then get us in touch with a software support analyst that would contact Verisight and start the simultaneous installation of the software. The time estimate for install will take less than one hour and will be done remotely and in the backgrounds of the computers allowing for the employees to continue working at their desk like a typical work day. With the training manuals already created and saved from previous sessions, I will be able to open the files and print off manuals for each of the six trainees without needing to make any changes to the documents. As for the training sessions themselves, Karla will primarily handle the instructing and I will provide further comments and assistance when needed. Using the time frames of previous sessions I estimate that this process will take no longer than three hours for each group. The final step, the monitoring of calls is relatively straight forward and will consist of both Karla and I listening in on retirement calls the following day after that particular group finishes their training course.

Resources Required
In order for the proposal to be successful, I will require the help of some various people. First, you would need to authorize the training. Once given authorization, I would be able to start the process by getting in touch with IT and having them contact Verisight for a software release. Our lead trainer has already agreed on my proposal and together we will begin the course in the training room, which has been set aside in the office on the dates of November 28th and 30th. I have discussed scheduling times with the employees that need to undergo the training

and provided their schedules we are able to have two groups of three employees to be trained on their respective day. I will require two hours to be allotted in getting the training room organized, and the step-bystep manuals to be retrieved and printed off for each new employee, as well as six hours split between two days for the training of the two groups of employees, three on Thursday and three on Saturday. Karla and I will require no further designated time be set aside for the monitoring of the employees as one of us will always be available to field questions and provide guidance.

Schedule
Wednesday Call Gary Inman and have his specified IT analyst install Verisight to November 27, 2013 the employees computers. [1 hour] Clean the training room as well as prepare handouts for employees to assist in training. [2 hours] Thursday Training Session (Group 1) [3 hours] November 28,2013 Friday Monitor retirement path calls and provide help when needed. November 29, 2013 Saturday Training Session (Group 2) [3 hours] November 30, 2013 Sunday Day off December 1, 2013 Monday Monitor retirement path calls and provide help when needed. December 2, 2013

Qualifications
As being one of the employees that has access to Verisight retirement programs, a fitting background in the software, as well as a schedule that coincides with both the weekday and weekend shifts of untrained employees I find that my skills are very much desirable for this. When combined with Karla and her expertise in, well everything relating to Crossroad duties, I believe that the implementation of Verisight will be as smooth as a babys bottom.

Management

Despite the tedious proposal I have written, the management required to start this process is quite small. First, I would need you to authorize that this is something that should be done. Once the authorization has been recorded, I would call up Gary Inman who would then contact one of his employees that he oversees. This IT employee would contact Verisight and proceed to install the software onto the computers. Once installed, Karla Winandy and I would be able to start the training lesson, and provide oversight for the new employees.

Costs
Name Trey Kjono Karla Winandy 6 New Employees IT Specialist Hours Required 8 6 3 1 Hourly Wage estimate** $15.80 $28.00** $14.40** $15.50** Total Cost $126.40 $168.00 $259.20 $15.50 =$569.10

After doing some number crunching I have found out that not only is this proposal cost effective at only $569.10 to complete, but when compared to the monthly service fee for using Verisights customer service center ($149.95) we will be saving money in less than four months.

Conclusion
I am ardent about getting the ball for this proposal, and I feel that this is an excellent plan of action that will work magnificently. I am eager to hear your response as well as field any and all questions that you may have.