Top 5 U.S. Bank

Summary

A top five U.S. bank transformed its employee and customer experiences using comprehensive, multifaceted knowledge bases powered by OvationCXM.

Problem

The bank had initially sought to re-engineer their Merchant Services and offer a new direct program to customers. It struggled with leveraging their existing knowledge base, which was a custom built legacy system that lived between two systems. They lacked the ability to:

• Deliver role-based content for different team members involved in the merchant services process, such as support agents vs. sales associates  
• Offer merchants easy access to product and service FAQs 
• Track and analyze data based on user behavior and content effectiveness
• Ensure accessibility through ADA compliance 

Solution

OvationCXM ran a series of journey mapping sessions with the bank over several months. These sessions helped identify exactly what the bank needed to streamline its digitization efforts, empower employees and deliver seamless experiences. 

The bank then partnered with OvationCXM to create a multifaceted knowledge base solution, including:

• Internal Knowledge Bases: Streamlined access to product and service information for support agents and sales associates.
• Merchant Help Center: Externalized Knowledge capabilities to be a user-friendly, customer-facing portal empowering merchants with self-service tools.
• Robust Security: Compliance with the bank’s strict information security requirements.
• Customizable Branding: Seamless integration with the bank’s brand identity. 
• ADA Compliance: The knowledge base solution is certified by the Bank's ADA assessment team per WCAG 2.1 AA standards

Benefits

The bank can now collaborate, comment, manage access and organize all of their resources and information in a manner that was never previously available to them Benefits experienced include:

• Improved customer experiences as merchants can find answers to their questions quickly and easily.
• Empowered employees across different departments, all of whom now have the resources they need to provide exceptional service in the moment. 
• Reduced resolution times through streamlined knowledge 
• Enhanced brand consistency

As the bank looks to expand its partnership with OvationCXM, the next step is to leverage our platform to gain deeper insights into user behavior and content effectiveness.

The bank, while re-engineering its merchant services line of business, struggled with its existing knowledge base, which was a bespoke, legacy system that lived in two platforms. They wanted their knowledge base to:

• Deliver role-based content for different positions and teams involved in merchant services, from support agents to sales representatives.
• Make FAQs and knowledge available to merchants directly.
• Track and analyze user behavior data and determine content effectiveness
• Ensure ADA compliance and accessibility

Learn more about orchestration in bank ecosystems.