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.
“Urbina Consulting has a true passion for delivering innovative solutions. They don’t shy away from challenging projects. Their people are extremely personable and honest.
Britt Ellmer
I am in awe of their dynamic communication skills and ability to adapt to a multitude of personalities in a room. I would recommend Urbina time and time again without hesitation.”
Director of content strategy program, TSYS
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.
