Fiserv knowledgebase

Introduction
Fiserv have been serving the financial industry for well over 17 years providing a range of software solutions. Over this period they have grown into a worldwide organisation with clients in more than 60 countries supported by over 18,000 employees.

Problem
Training collateral is held in a number of formats including Macromedia Authorware and Lotus ScreenCam movies. These files are in addition to the usual PDF, PowerPoint and Word documents. With the launch of a new system, Fiserv had to create a support and training tool that would deliver all this material in a focused way to their agents.

Solution
Knowledgebase allows the training department to structure their lesson plans and populate them with the content which is relevant to the audiences¹ needs. This is all done from the desktop without the need for outside support.

Result
The flexibility created by using Knowledgebase has enhanced the delivery and relevance of training material, especially to their agents. A good, low cost way to motivate remote agents.