Wells Fargo: Work-Centric Knowledge Portal |
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We couldn’t have accomplished our intranet implementation without Coban. Their resources and leadership were second to none and their true expertise in ECM was the real driving factor in the successful launch of our program.” - Lori Robinson, VP Intranet Strategy, Wells Fargo.
The Challenge:
When the Wells Fargo Consumer Credit Group was looking to overhaul their intranet to create a suite of tools to improve communication and productivity while enabling world class Customer Service, they turned to Coban for help.
The Solution:
A content-driven call center application based on the Vignette platform was the answer. A personalized experience enabled the call center agents to handle calls much more effectively and efficiently.
The Results:
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600% reduction in avg content access times |
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Considerable improvement in first contact resolution |
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Increased consistency and efficiency of customer interactions |
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Substantial decrease in average cost per call |