Search Solution: PinPoint

Lower costs, improve customer satisfaction, and meet compliance requirements by quickly connecting employees to the how.

Challenge

Our client – a large Canadian financial institution – needed a way to provide its large employee base with fast and accurate access to policy and procedure information. Among the challenges, policy information was stored in dispersed databases and workstations across the Enterprise, resulting in outdated and potentially inaccurate information being used by front-line staff. This affected customer service and increased back office costs through internal call centres answering questions, and re-work to correct mistakes. Employees also experienced difficulty finding the information they needed to do their work efficiently – documents were often lengthy and had to be visually scanned to find the right page within.

Solution

The client turned to imason – which already had a successful relationship and understanding of their business challenges – to deliver a comprehensive evaluation and usability study that would lead to the design and implementation of the solution. Working closely with business and IT stakeholders, imason delivered PinPoint, a powerful platform for publishing and retrieving policy and procedure information: the solution displays results based on an employee’s business unit and allows policy content to be broken into discrete, interrelated fragments that are easily found and consumed by end users.

Technically the solution is underpinned by the SharePoint platform. It delivers the knowledge management, discovery, security, and compliance requirements that an Enterprise class policy and procedure system requires.

PinPoint information sheet

Result

PinPoint enables employees to quickly find accurate procedure information and be alerted to changes related to procedures in their specific business units. The search experience improves employee productivity, lowers costs by reducing internal call center call volumes, and increases customer service efficiency by helping to complete a request correctly the first time. The new publishing platform helps the client streamline the publication process and prevent data quality and compliance issues by facilitating reviews and auditing capabilities.