Case Study: Financial Services Company streamlines customer communications with McKinley Marketing Partners

Financial Services Company - Customer Case Study

Financial Services Company turned to McKinley Marketing Partners when critical information was fragmented across two websites. They needed a communications resource to help consolidate content and create a knowledge database of frequently asked questions for their single-family mortgage business, with an internal launch to employees and contractors followed by an external customer launch.

McKinley Marketing Partners delivered a first-ever web-based knowledge database with more than 600 FAQs, along with communications plans, announcements, training materials, and a post-launch survey. The vendor also analyzed user feedback, search and usage data, and call center reports to continuously improve the tool and website content, while supporting marketing communications for the company’s Making Homes Affordable program. The work helped increase awareness and usage of self-service resources, reducing support center call volume and improving accuracy and performance.