image

BANKING PROJECTS

Given the various financial apps and products that are launched every year by the Banking sector, it is important that this industry’s regulatory guidelines and policies are understood by not just the employees, but also the customers of a bank. Emmersive has worked with Banks to implement various courses around KYC, Anti–Money laundering, customer enablement, cybersecurity, scam awareness, and compliance training. Let’s look at this case study detailing the customer training support provided by Emmersive to an online banking services provider during the post-launch phase of an online banking phone app.

CASE STUDY

PROJECT TITLE

Fast-paced Product Outreach, Customer Support and Education Campaign

PROJECT BACKGROUND

Our client was an established SaaS provider of ERP applications to the financial services industry. The client’s flagship banking app had a complicated UI, which led to a huge increase in customer support calls upon product launch. This disrupted customers’ user experiences, leading to frustration and increased defection

PROJECT CHALLENGES

● How to simplify and enhance product usage education in a very limited time period?
● How to introduce transparency and clear, accessible communication into the customer onboarding process?
● Is it possible to provide instant, targeted support for global customers?

KEY CONTRIBUTIONS OF EMMERSIVE

To ensure best-in-class knowledge management practices, Emmersive implemented the following:

● Heavily-interactive online learning material to bolster product knowledge and customer satisfaction

● Merged our instructional designers with the client’s support team to study all commonly-asked queries and FAQs

● Delivered demos and short eye-grabbing video tutorials to provide step-by-step breakdown of the app’s UI

● Relied on tried-and-tested course templates, to quickly churn out courses in a matter of days

● Created and hosted online quizzes to verify and reinforce the customer’s product knowledge

PROJECT END RESULT

● Time Saved: Reduced support calls by 35%, by redirecting app users to the new demo videos

● Boosted customer retention by 30%

● Self-paced learning: Freed users from their dependency on support, to boost product adoption and customer satisfaction

Get in touch

Are you ready for a better, more productive business?