Top 5 U.S. Bank

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

After conducting journey mapping sessions with the bank, OvationCXM helped it to identify steps and solutions to streamline digitalization and knowledge delivery. Together they created an expansive knowledge base solution which includes:

• Internal knowledge bases
• Merchant-facing portal
• Stringent security to meet bank's requirements
• Bank-branded information delivery
• ADA compliance, per WCAG 2.1 AA standards