TSYS

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 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 wias replaced with automation enabled by the content model.