Case Study: Equiniti achieves 24/7 responsive omni-channel self-service and improved customer experience with Verint Systems

Equiniti develops a more consumer-centric service with Knowledge Management

Equiniti, a UK-based financial services group serving more than 25 million citizens and 70% of the FTSE 100, acquired execution-only broker Self-Trade to meet growing demand for online investing. With customers ranging from novices to experienced traders, Equiniti faced a legacy, static FAQ that didn’t integrate with CRM, left users confused, and couldn’t provide the 24/7, platform-agnostic support required by its omni-channel strategy.

Equiniti partnered with Verint to deploy a knowledge-management self-service solution as part of a new responsive site. The system launched with 170 Q&A entries and grew to over 700 within three months, recording 50k user sessions and 20k questions answered. The responsive, CRM-aware knowledge base improved off-hours support and call avoidance, delivered actionable management information, drove strong employee adoption, and helped Equiniti win a Digital Engagement award.

Equiniti