In banking and insurance, customers come first. Providing the same level of service on-site and online, 24/7, has become a standard. But it’s not easy. Training the service department on complex financial and risk topics is a major challenge. And with the complexity of solutions, customers may not even know the right questions to ask to resolve an issue.
A robust knowledge management system is the most efficient way to solve these challenges with the following core benefits:
Financial and insurance companies suffer from information overload, both internal and external. Information and data overload cause a lot of wasted time for employees - for searching and verifying duplicate or inaccurate data from different sources.
That’s why forward looking financial industry companies deploy knowledge management solutions. Knowledge management solutions centralize your information into a single source of truth, and add a layer of both editorial and quality assurance capabilities. This ensures that the customer service department has the same up-to-date information on any communication channel. And adding automation and a chat-bot to your service mix? No problem.
Companies that use KM benefit from many advantages
Enable faster search and increase first-time resolution rate with centralized information and decision trees
Service staff handle more cases faster with intelligent search, interactive instructions and an integrated system
Integrated e-learning trains agents on the same system they work in
Maintain outdated data for compliance with built-in tools
Onboard channel partners easily and enable consistent communications on all channels
Identify self-service topics, FAQs, and detect content gaps with the Analytics add-on
In my experience with USU’s knowledge management solution, a successful project depends on a strong partnership and trust. Commitment and know-how on both the vendor and client side is key and is what USU delivers.
Oliver Braun, Project Manager, Stuttgarter Lebensversicherung a.G.