USU, the leading provider of intelligent software and services for IT and customer service management, today announced that a large North American Financial institution (The “Customer”) has signed a three year agreement to use USU Knowledge Management.
The Customer’s decision to select USU was supported by an external market research company who, after reviewing several Knowledge Management (“KM”) vendors, recommended the best-in-class capabilities of USU Knowledge Management solutions.
Following a year of evaluation, USU Knowledge Management’s comprehensive solution was put to the test in a customized sandbox. This real-time evaluation, along with an external evaluation of three vendor finalists, led to the Customer purchasing the full suite of USU Knowledge Management. Solutions include eLearning, decision trees, active documents, and service connectors.
“USU Knowledge Management checked all the boxes and was competitively priced. The USU dedicated KM solution positions our team to be ready for future developments like chatbots or other self-service options that can deliver maximum customer experience value,” says The Customer.
Improving customer service and driving efficiencies were leading factors in moving to USU Knowledge Management. The Customer wanted a KM solution that would keep up with inquiry demands, improve SLAs set for customers and enhance the customer service journey. Once implemented, there may be plans to expand into more departments across the organization.
“Customer service is our key focus, and independent research companies recognizes that this sets us apart in the market” said Mel Passarelli, President and CEO of USU Inc. “We’re thrilled to partner with The Customer and help deliver exceptional customer service across every channel.”