Case Study: TBK Contigo achieves standardized training and stronger outsourcer engagement with Totara

The new platform that standardizes training at Transbank

TBK Contigo, working with Transbank’s outsourced teams, needed a way to improve engagement and deliver information and training more consistently across about 1,000 external users. The company wanted to centralize service protocols, standardize knowledge, reduce manual information transfer, and create a single communication channel that worked across devices while supporting better customer service outcomes.

Totara implemented the Totara Experience Platform, using its Learn, Engage, and Perform capabilities to build a branded hub for training, communication, and performance tracking. The result was a centralized document base, standardized training plans, and daily reporting, with the platform launched in three months and achieving a 94% completion rate for the onboarding pilot; 40% of pilot participants also provided feedback through the community tools.

TBK Contigo

Macarena Zúñiga

Customer Experience Deputy Manager