Case Study: a top 5 U.S. bank improves merchant services support with OvationCXM Knowledge Module

Top 5 U.S. Bank reduces resolution times with Boomtown's knowledge module

The customer, a top five U.S. bank, struggled with a fragmented legacy knowledge base system that could not deliver role-based content for its teams, provide self-service tools for merchants, or track user behavior. To address this challenge, the bank partnered with vendor Boomtown and utilized its OvationCXM Knowledge module.

Boomtown implemented a multifaceted knowledge base solution that included both internal and customer-facing portals. This empowered employees with streamlined information access and gave merchants easy self-service, which improved customer experiences and reduced resolution times. The solution also included robust security, customizable branding, and full ADA compliance.