Business Background

The Savings Group is a finance company providing direct-to-consumer financing and refinancing for individuals looking for the best terms and a no-hassle transaction. They have an extensive Lending Partner Network, which means they match a credit profile to competitive rates and terms, offering customers a full spectrum of financing. They mainly service the automotive industry.

Business Requirement

The Savings Group was looking to establish an internal knowledge base that stores all the information required on legal and federal compliance. It includes guidelines and procedures by various states in the USA for title and registration, and contract rules of every bank they work with. They wanted a knowledge base to facilitate the storage of all required information in a single location.

The Savings Group used to host all their information on word documents stored on Shared drives. However, as the company scaled in terms of employees the system began posing multiple challenges.

• Their customer service agents could not instantly find and access the information they sought.
• The information on the documents was also not being reviewed and updated regularly.

Solution

After evaluating various tools in the knowledge management space, the Savings Group opted for Document360. The following features in Document360 made it a perfect fit for their requirements

• The ability to share an article in Microsoft Teams Chat using the Team Collaboration extension option.
• The Google Chrome extension helps people just pull-out rules and regulations for a particular state when they are browsing through motor vehicle websites.
• The choice of using markdown or HTML editor gives them the time to learn to use markdown.
• Ability to create different reader groups and customize the sections and articles they can access.
• Homepage builder, which helped them design their knowledge base’s homepage.
• Keyword search option makes it easy for people to search and find the information they are looking for instantly.

Alexa Steiger, Director of Training and Development, at The Savings Group, says,

Document 360 ensures people can find the information they are looking for in an industry where compliance is critical. Through Document360 we now have one single source of data.

Business Impact

They use the rich metrics provided by Document360 to understand the number of agents using the tool, keywords that are searched often and the geographic locations from where people log into the tool.

Conclusion

Document360 was a good fit for the Savings Group which has been scaling rapidly in terms of employees and merging with other companies. Document360’s intuitive user interface has made it simple for the content team to upload any document they find important and new customer service agents to pull up the information they require.