Maybank & Workvivo: Connecting 42,000 Employees Across 15 Countries for 4X Higher Engagement

Maybank before Workvivo

Before implementing Workvivo, Maybank's internal communications were dominated by a single channel: email. While functional, this approach created significant barriers to connection and collaboration across the organisation's vast network.

"Our internal communications channels in the past had always been dominated by email," explains Alvin Chia, former Head of Group Internal Communications & Impact Reporting at Maybank. The company maintained email as its primary internal communications channel as it met the basic needs of the bank and its people at the time. In the interest of pushing the boundaries of how it operates, Maybank wanted to bring its global workforce together, united in achieving the bank’s aspirations on its transformation journey.

The challenges that the team faced were multifaceted and impactful:

• Geographic isolation: With operations spanning 15 countries, employees did not have a single unified channel to connect with each other to share expertise and knowledge simply across the region.
• Limited leadership accessibility: Beyond emails, face-to-face dialogues, and digital engagements, we didn’t have channels that would promote two-way conversation outside of structured events or activations.
• Information timeliness: Frontline employees, who make up the majority of Maybank's workforce, could not access strategic internal announcements while engaging with clients. 

"There was no singular platform where everybody would be able to connect with each other," Alvin says. "All we had as a reference point was Outlook, which isn’t the easiest to navigate when identifying individuals across the Group. Now, with Workvivo, things are different. While the nature of our work in Internal Communications has not changed, it has definitely become more exciting!"

As Maybank set its sights on greater heights, it was apparent that having a unified platform for all employees that fosters belonging and collaboration would be a critical success factor towards achieving the bank’s aspirations. 

Why Workvivo?

Maybank's selection of Workvivo wasn't made lightly. As a financial institution, the bank maintains rigorous standards for any technology implementation, particularly when it comes to platforms that handle employee data and communications.
So, why did Maybank decide on Workvivo? One of their key considerations was how a new communication tool would impact “not just the bottom line, but employees themselves”.

“When it came down to selection, it was Workvivo’s features providing a stronger social-networking match that addressed employee connection and engagement more cohesively. Combined with the user intuitiveness, the bank saw Workvivo as an easy platform for its people to jump on board,” Alvin says.

“The mobile-friendliness as well, with everything that we see on the desktop being mirrored within the app. That makes for a cohesive experience for our colleagues and the organisation, as most of our workforce consists of people who are customer-facing in our branches.”

Workvivo's approach

Understanding the significance of introducing a new communication platform to a traditional financial institution, Maybank and Workvivo collaborated on a carefully planned, phased implementation approach.

A targeted pilot program meant Alvin could test functionality, gather feedback, and refine processes for further deployment. 

Workvivo's customer onboarding team provided extensive guidance throughout the process. "There was a lot of support provided by Workvivo for us to go ahead with the deployment," notes Alvin. This partnership approach ensured Maybank had access to best practices and technical expertise at every step.

As a financial institution operating across multiple jurisdictions, Maybank faced unique implementation challenges. Some regions have local regulations that require stringent assessment of digital platforms that requires data and servers hosted outside of the country. The implementation team worked carefully to ensure compliance with all the necessary regulations, while maximising platform benefits for populations that were already in compliance. 

The rollout included multiple layers of support for Maybank’s population, from general employee webinars to specialised trainings for space owners and moderators, and even maintaining a support email for quick escalation of users’ issues. Maybank also created customised "tips and tricks" documentation to help employees leverage advanced features like podcasts and livestreaming.

This measured approach in rollout paid dividends. After only 18 months of operation, Maybank has seen nearly 29,000 of its population on MSocial, their in-house name for their Workvivo network, with numbers steadily rising. 

The Workvivo effect

The impact of Workvivo on Maybank's employee experience has been both measurable and transformational, with 4x higher engagement during peak campaign periods against their year-to-date average. It has addressed each of the key challenges the organisation faced before implementation:

• Breaking down geographic barriers: The platform has fundamentally changed how employees discover and connect with colleagues, fostering knowledge sharing and collaboration that was previously impossible through email-based systems.
• Democratising leadership access: One of the most significant cultural shifts has been the increased accessibility of senior leadership. "Our colleagues are able to interact directly with our leaders via this platform," Alvin notes. This direct connection has created a more transparent, engaged organisational culture.
• Streamlining information discovery: Workvivo's search functionality has been transformative. "Some of our frontline colleagues don't necessarily have the time to go through their emails," explains Alvin. This improved access ensures critical information reaches every employee in a timely manner and at their convenience.
• Amplifying campaign participation: The platform has dramatically increased employee engagement in company initiatives. "Prior to Workvivo, we would get maybe a couple of entries for each group-wide campaign that we would run," Alvin recalls. "Now, not only do we see increased submissions, but we also see our colleagues reacting, commenting, and resharing posts that resonate with them." This has transformed innovation from being an initiative to being a shared movement.
• Enabling multimedia communication: The shift from text-heavy emails to rich multimedia content has made communications more engaging and effective. Videos, images, and interactive content now bring internal communications to life in ways that were impossible with traditional channels. “With the use of Workvivo for internal communications, we have been able to realise opportunities in communicating and engaging with one another across the organisation,” shares Anita Nasen John, the current Head of Internal Communications & Impact Reporting of Maybank.
• Creating cultural connection: Perhaps most importantly, Workvivo has enabled Maybank to maintain and strengthen its organisational culture across geographic boundaries. Employees share celebrations, participate in group activities, and maintain connections that reinforce shared values and purpose.

"As Maybank pursues the next phase of its strategic growth, Workvivo has become a tool that shapes our internal communications strategy. With consistent updates of features and functionalities, we’re also able to empower other parts of the bank to innovate how they engage and communicate for their respective business purposes,” adds Anita. 

Favourite features

Through 18 months of active use, several Workvivo features have emerged as particular favorites among Maybank's diverse workforce:

• Live streaming for regional events: Annual pitching challenges now feature livestreams from different countries – Indonesia one year, Cambodia the next – creating truly inclusive experiences that celebrate regional diversity.
• Spaces for dedicated projects: The platform's spaces functionality has streamlined how they conduct continuous improvement initiatives such as their "I(deas) of the Tiger" hackathon.
• Global search functionality: For frontline employees dealing with information overload, the search feature has been transformational. This feature is particularly valuable for accessing Maybank product campaigns, employee-exclusive promotions, and deals with partner organisations.
• Mobile accessibility: With a predominantly customer-facing workforce, the seamless mobile experience ensures all employees can participate regardless of their physical location.
• Analytics and insights: The detailed analytics help identify what content resonates most with employees, enabling more effective internal communications strategies. Communicators have started measuring their messaging effectiveness in terms of reach, impressions, reactions, comments, sentiments, reshares, and video plays, giving them a more holistic view of engagement.

Conclusion

For Maybank, Workvivo has become more than a communication tool – it's the digital foundation for a more connected, engaged, and collaborative future.

The bank's experience offers valuable lessons for other large, geographically dispersed organisations seeking to break down silos and create meaningful employee connections in an increasingly digital world.