2015-present, World Leader in Credit Card Fulfilment Software with ~5000 staff, 2.8 billion revenue in 2015, and 90% market-share among Canadian banks. This company supports 2 billion financial transactions a month.
How we helped
In this project, Urbina Consulting put together an international team of specialists to cover a full content strategy implementation that will align highly technical information to drive commercial and customer experience goals as well as increase efficiency.
The effort focused on the customer-onboarding and upselling process to increase the brand footprint inside enterprise clients and cross-departmental and channel consistency and coherency.
The project aimed at full strategic transformation and integration of post-sales content functions (documentation and training) under an aligned content strategy, platform, and methodology going forward.
Project scope included:
- program strategy and business case development
- CCMS tools selection
- personas development and customer journey mapping
- training in specialised authoring methodologies
- content transformation, change management, and
- extensive re-training and strategic consultancy at all stages.
What we achieved
Through this project, Urbina Consulting:
- decommissioned three software packages in favour of a new unified platform
- reduced turn-around time for updated content by up to 50%.
- freed up 3 full-time employees who were dedicated to non-value -added tasks customising materials for parallel channels. This was replaced with automation enabled by the content model.
“Noz Urbina has a true passion for delivering innovative solutions while also professionally developing his customers to be innovative thinkers and doers. He is a consultant that does not shy away from challenging projects. Noz is extremely personable and honest. I am in awe of his dynamic communication skills and ability to adapt to a multitude of personalities in a room. I would recommend Noz Urbina time and time again without hesitation..”
Let us know how we could help you.