ATB Financial: Reimagining Work and Enhancing Customer Experience with Google Workspace

ATB Financial (ATB) is a crown corporation of the province of Alberta that operates in a highly competitive financial services space. Its competitors range from big banks to financial technology startups, all vying for a slice of the provincial market share. ATB has taken an active role in its evolution by intentionally transforming the way banking products and services could be delivered. Through this bold transformation, paired with customer-obsession, ATB is primed to make good on its commitment to deliver happiness to Albertans by being more than a bank. ATB has been a pioneer in financial services, being one of the first financial institutions to send a real-time international payment using blockchain technology, and the first full-service financial institution in North America to successfully facilitate payments using chatbot technology on Facebook Messenger.

ATB Financial, a crown corporation of the province of Alberta, operates in a highly competitive financial services space. To retain its competitive advantage, ATB launched a bold transformation initiative to reimagine the way banking products and services could be delivered. However, the company faced several challenges. Remote employees often experienced connectivity and performance issues with the corporate VPN, which limited their productivity. Legacy office tools did not foster innovation and often slowed business processes, delaying the company’s ability to deliver new services and respond to customer needs. The ATB banking operations team also struggled with workflows and lost files in public folders, a common issue with legacy office applications.

To address these challenges, ATB launched a new initiative called “Work Reimagined” powered by Google Workspace. The goal was to help employees save time, make decisions faster, and spend more time with customers to drive happiness. ATB chose Google Workspace because it was a superior platform for innovation and offered better artificial intelligence (AI) capabilities. With Google Workspace tools such as Gmail, Google Drive, Sheets, Docs, and Calendar, ATB was able to break out of the traditional, legacy-driven model. Employees could use cloud-based tools to freely contribute to the ATB journey of reimagining banking. Business processes were also optimized with Google Workspace. For example, with shared accounts on Gmail, the team was able to redesign its workflow in a single day. ATB also used Google Chromebox with Google Meet for anytime, anywhere meetings, eliminating the need for team members to spend the first 10 minutes of each meeting getting the technology to work.

• The implementation of Google Workspace has resulted in a more connected workforce, increasing both customer and employee satisfaction. Employees now have the freedom to work and be productive from anywhere, fostering a more flexible and efficient working environment. The use of Google Workspace has also enabled ATB to optimize its business processes, enhancing its ability to deliver new services and respond to customer needs more quickly. The transition to Google Workspace was seamless, with no disruption of work, thanks to the use of the CloudMigrator Google Workspace Migration Tool. ATB was able to easily migrate its entire history—35 terabytes of data, including 340 million email messages, calendar items, and contacts—to Google Workspace. The transformation has also led to a cultural shift towards cloud-based collaboration, with employees now able to integrate work directly into their lives in ways that are meaningful, convenient, and effective.

• Reduces strategic planning, consolidation, and reporting time by 50%

• ATB quarterly board reporting time is reduced by nearly 60%

• People & Culture team now uses Google Sheets to reduce the consolidation time associated with its semiannual talent review process by 50%