Supporting you through unprecedented times
Our commitment to our clients has always been to have your best interests in mind. This year our priority was to ease the impact of the pandemic on you and your financial picture. Through timely, relevant informative updates by email and on our website, virtual seminars and meetings with advisors, and facilitated access to credit relief, our goal was to stay connected with you.
As the external environment continued to change, we adapted our branch operations to prioritize the health and well-being of our staff and clients, while meeting essential banking needs. Our team quickly mobilized to implement plexi-glass dividers, physical distancing measures, mask policies, increased cleaning and on-site health screening. We appreciate our clients’ and employees’ flexibility as we continue to navigate the implications of the pandemic.
Our Solution Centre rose to the challenge of helping many more clients as they shifted away from in-branch transactions. BlueShore associates delivered exceptional service, online and by phone, managing a 10% increase in emails received, a 48% increase in online chat messages, and a 28% increase in inbound calls. Of special note, 83% of all calls were answered within 90 seconds, as part of our commitment to five-star service.
Cultivating a positive corporate culture
BlueShore is committed to cultivating a positive corporate culture through open communication, shared values and a respectful workplace. With physical distancing measures in place and many staff working remotely, ongoing communication was important. Our goal was to ensure our team was kept up-to-date on the latest decisions, operational updates and new processes. We shared weekly updates through emails and our employee intranet, held quarterly virtual conversations with our executives for all staff to attend, and regularly shared positive stories to keep employees’ spirits lifted.
A shining light for BlueShore in 2020 was being named a Kincentric Best Employer in Canada for the tenth consecutive year. The national award, based on the results of an independent employee survey, reflects our agility, high employee engagement and solid leadership.
A strong community connection
To stay true to our values, each year we support local organizations that advocate for physical, mental, financial and community wellness. Our ties to our branch neighbourhoods are strong, and with the added challenge of COVID-19, making a positive impact remained a priority. In 2020, BlueShore supported over 65 deserving organizations including Covenant House Vancouver, Cancer Research Society, Kids’ Help Phone, MOSAIC, Backpack Buddies and Big Sisters of BC Lower Mainland, to name a few.
As part of our COVID-19 Response Fund we created “Double Your Impact” campaigns that saw BlueShore partner with local organizations to match funds, dollar for dollar, to provide relief services. The campaigns benefited the exceptional work of the Lions Gate Hospital Foundation, BC Women’s Health Foundation, Burnaby Neighbourhood House, Whistler Community Services Society, Family Services of the North Shore and Whistler Health Care Foundation. We helped these organizations collectively raise over $150,000.
Additionally, our “Pay It Forward” initiative provided our employees with funds to donate to a worthy cause of their choosing. Employees came together to support numerous organizations in creative and meaningful ways. In addition to monetary donations, our staff organized lunch for COVID-19 testing facilities, a virtual food drive for Greater Vancouver Food Bank, purchased gifts for children through Squamish Community Christmas Care, and sent treats and flowers to senior care homes.
In the news
BlueShore advisors and senior leaders continued to share their expertise with the media throughout the year. We were featured over 100 times in both national and local media outlets, including the Globe and Mail, Business in Vancouver, and CBC Radio. Our spokespeople provided insights on a range of topics including timely advice for small businesses and personal finances, impacts of the U.S. election in Canada, and embracing business continuity during times of crisis.