Digital CX Transformation Saves Financial Services Client $1 Million Annually
Digital CX Transformation Saves Financial Services Client $1 Million Annually
Industry
A $4.7-billion financial services company implemented a new digital customer interface, but legacy systems and fragmented knowledge sources drove costly support problems. Partnering with ResultsCX, the client deployed Rubraik Achieve, Rubraik Analyse, and Rubraik Assist together, rather than treating knowledge, analytics, and coaching separately, to unify knowledge management, accelerate digital adoption, and connect its self-service application with existing systems into one seamless, measurably improved customer experience.
The Results:
$1 million+
projected annual savings
162 seconds
improved in AHT
92.5% – 96.4%
increase in quality scores in nine months
5% increase in customer app use within three months
30-day decrease in agent time-to-proficiency within three months
Reduced billable hours, consistent KPI achievement, improved customer experience
The Challenge
A $4.7-billion financial services company faced mounting support costs as associates manually searched multiple legacy knowledge sources to serve customers. Average handle time climbed, new agent time-to-proficiency lagged, and a newly launched digital self-service application failed to sync with existing systems. Without a unified, intelligence-driven approach to knowledge, performance, and digital adoption, complexity compounded and customer experience suffered across every touchpoint, from first contact to resolution.
The Solution
ResultsCX unified knowledge management and digital support adoption by deploying three Rubraik Suite capabilities together. Rubraik Achieve built a new agent training curriculum and personalized development plans around top-performer behaviors. Rubraik Analyse traced AHT and quality issues to their true root causes, whether process, tooling, or skill gaps. Rubraik Assist delivered in-flow guidance at the moment of need, aligning associates and the new self-service toolkit around one connected experience.
The Customer
The client is a $4.7-billion financial services company navigating a digital-first shift, having launched a new customer self-service application on top of established legacy infrastructure. As a regulated, scale-driven enterprise, the company needed support operations built for accuracy and speed, not fragmented workarounds. Partnering with ResultsCX and the Rubraik Suite gave the organization a connected foundation for knowledge, performance, and analytics, driving measurable gains in cost, quality, and customer experience.
