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Knowledge Management Case Study

Elevating Customer Experience for Financial Services

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Arise Learning partnered with a financial services company, a Fortune 100 company, to enhance the software user experience. Our team updated over 2,000 knowledge management assets, including FAQs and expert knowledge bases across the US and Canada, along with 42 instructional videos.

Challenge

Solution

  • Studying new tax regulation

    Challenge

    Each tax season brings new regulations, requiring the tax software platform to update its informational assets regularly. The challenge was not just to update these resources with the latest tax law changes but also to ensure they remained clear and accessible for both external users and the client’s internal team.

  • Close up tax solution.

    Solution

    Arise Learning’s approach involved a meticulous review and revision of existing content to ensure accuracy and compliance with new tax laws. By leveraging spreadsheets and Google Drive, our team efficiently managed the vast amount of data, ensuring each asset was updated without altering the essential legal verbiage required by our client.

The Outcome

The updates were seamlessly integrated into the tax software platform, improving user comprehension and reducing customer support queries. Our thorough and compliant approach enabled our client to confidently assist customers through another tax season.

"Thanks everyone for helping us update all the videos and get out software customers ready for this tax season – your collaboration, flexibility, and all-around amazing work are greatly appreciated! Hope we get to work together again next year."

Financial Services company
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