Project Compass: project on a page
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
Hampton Bank is replacing its legacy CRM, Hamlink, with Salesforce, and adding an AI assistant called Compass Assist, for about 1,250 people in two waves.
1,253people in scope
808in Wave 1, Victoria
445in Wave 2, NSW
60branches in two states
5processes that change
3gates before go-live
FebMarAprMayJun
School holidays and Easter
Project
UAT 8 Feb to 12 Mar
Sign-off 17 MarAI gate 9 AprWave 1, Victoria 808 people
Training
Hypercare
Go-live 19 AprWave 2, NSW 445 people
Training
Hypercare
Go-live 7 JunTimeline
- Mon 8 Feb to Fri 12 Mar: UAT. Sign-off Wed 17 Mar.
- Fri 26 Mar to Sun 11 Apr: school holidays and Easter.
- Tue 30 Mar to Fri 16 Apr: Wave 1 training. AI gate Fri 9 Apr.
- Mon 19 Apr: Wave 1 go-live, Victoria. Hypercare to Fri 30 Apr.
- Mon 17 May to Fri 4 Jun: Wave 2 training.
- Mon 7 Jun: Wave 2 go-live, NSW. Hypercare to Mon 21 Jun.
- Tue 22 Jun: handover to business as usual.
Why and what
Business case
- Faster resolution
- Lower cost to serve
- Lower risk
- Better customer experience
- Reliable data
What is being built
- Service Cloud for contact centre and complaints cases.
- Financial Services Cloud for customers, accounts, branch servicing and the banker pipeline.
- Compass Assist to help staff draft notes. A person reviews every draft.
Know what changes in your day, practise it before go-live, and have someone on your floor to ask in the first two weeks.
Five processes that change
- Contact centreThree Hamlink screens and retyped notes become one customer view and one case record.
- Branch servicingPaper forms and email referrals become a guided flow and a referral with an owner.
- Business pipelinePersonal spreadsheets become a shared pipeline, already loaded on day one.
- ComplaintsA shared mailbox becomes one case with categories, timers and reporting.
- AI assistantCompass Assist is new, and its rules are written before go-live.
Who is affected
- Branch network600
- Contact centre350
- Operations120
- Business bankers80
- Complaints and advocacy40
- CRM platform team30
- Risk and compliance25
- Learning and development8
Headcount by team. Victoria and head office go first in Wave 1; New South Wales follows in Wave 2.
Who decides
Three gates
- Wed 17 MarUAT sign-off. Daniel Nguyen at the steering committee.
- Fri 9 AprCompass Assist guardrails. Fatima Haddad for Risk and Compliance.
- Each waveGo/no-go. Helen Marchetti, on 16 criteria.
Who leads
- Helen MarchettiChief Customer Officer, sponsor
- Daniel NguyenProgram director
- Priya RamanCIO
- Jorge AlvarezNorthgate Digital, implementation partner
Hampton Bank is a fictional company. Every figure on this page comes from the other outputs.Page 1 of 1