Case Study: Fortune 500 fintech firm improves customer experience and cuts analyst training 50% with TeamSupport

Fortune 500 fintech firm improves the customer experience with TeamSupport

A Fortune 500 financial software and technology company and long-time TeamSupport user set out to improve its customer experience by moving from tiered support to a collaborative model. The challenge was to align software, people, and processes across global operations, centralize Level 1 support so product experts could focus on development, and standardize service delivery for a consistently superior customer experience.

They rolled out TeamSupport company-wide, launched a centralized customer service analyst team, integrated with ServiceNow, and used TeamSupport’s portal and knowledge base for training and 24/7 customer access. The program produced 40+ analysts, cut new-hire training time roughly in half (from ~18 to 8–9 months), reduced business-team assistance by more than 70%, and delivered substantial recruiting, training and operational savings while improving collaboration and customer engagement.