More than a year after Sterling National Bank was acquired by Webster Bank and took the Webster name at legal close, Webster client accounts and services converted to legacy Sterling’s operating systems, serving the combined company.

Although legacy Sterling clients were not going through a conversion, it was critical that employees (“colleagues”) of both companies were well informed about the client impacts, communications and updates throughout the integration process.

Develop and digitally distribute a comprehensive Colleague Toolkit, posted on both banks’ intranets, designed to be a go-to resource for transition information. Link to additional resources including a Product and Client Impact Guide with product mapping details.

Empower colleagues with the details they need to be able to answer client questions, provide support, and have a full understanding of what was happening and when – demonstrating the bank’s commitment to extraordinary service.

Three phases of updates to the toolkit were made as more information became known, and colleagues were notified by email to reference the updated materials.