USU Knowledge Management in the Finance and Insurance Industry
Customer service for a new generation of customers
For a new generation of customers
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:
Agent support with active knowledge management
Step-by-step instructions based on decision trees
Shorter training period
Single source of truth for all processes and information
Self-Service Offer
Consistent quality of advice on all channels and across all agents
Solving for information overload
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.
How USU Knowledge Management helps:
- Centralizes your data and knowledge base in a single source of truth to counteract disparate information.
- Enables self-service to reduce common customer inquiries
- Provides uniform and consistent resolution from all service employees, on all channels.
- Reduces information silos by making your knowledge base accessible to all service employees
Benefits of Knowledge Management
Companies that use KM benefit from many advantages
Higher First Call Resolution Rate (FCR)
Enable faster search and increase first-time resolution rate with centralized information and decision trees
Shorter turnaround time
Service staff handle more cases faster with intelligent search, interactive instructions and an integrated system
Shortened training and onboarding
Integrated e-learning trains agents on the same system they work in
Archiving and compliance
Maintain outdated data for compliance with built-in tools
Simple channel management
Onboard channel partners easily and enable consistent communications on all channels
Continuous service improvement
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.
