Financial Services

Within the financial services industry, constant change is the only constant. Evolving products, new markets, increasing competition, mergers and acquisitions, and new technologies are among the major change drivers. In addition, financial organizations must operate in compliance with the requirements of ASIC, APRA and other regulators.

We help our clients in this sector to

  • Design and develop clear, easily understood policies, procedures and documentation that ensures compliance
  • Design e-content architectures that support quick retrieval of accurate, up-to-date information by customer service personnel and salespeople—and significantly increase customer satisfaction while reducing costs of call center operation
  • Capture and document best practices in order to streamline merger and acquisition processes
  • Create complete, accurate product information that supports the performance of financial advisors and increases customer satisfaction

Our clients in the financial industry include

Allianz | Commonwealth Bank | ING | Reuters | American Express | Citigroup | ASIC | Westpac |

Also, take a look at some case studies.

Insurance

Faced with complex regulations, increasing competition and rising costs, insurance providers seek to minimize risk while providing customers with innovative, affordable products and prompt, efficient service. Competitive advantage goes to those who can improve the effectiveness of call center operations, field agent training and support, policy administration, and claims processing.

We help our clients in this sector by

  • designing e-content architectures that support quick retrieval of accurate, up-to-date information by customer service representatives and salespeople — and increase customer satisfaction while significantly reducing costs of call center operation
  • designing and developing training and reference materials that support field agents and enable them to convey the benefits of complex products
  • creating clear easily followed policies and procedures, resulting in increased efficiency and improved compliance

Our clients in the insurance industry include

Progressive Corporation | IAG |