{"id":63687,"date":"2024-11-05T16:35:04","date_gmt":"2024-11-05T16:35:04","guid":{"rendered":"https:\/\/staging.totara.fortyapp.com\/customer-stories\/tbk-contigo-the-new-platform-that-standardizes-training-at-transbank\/"},"modified":"2025-03-19T19:47:16","modified_gmt":"2025-03-19T19:47:16","slug":"tbk-contigo-the-new-platform-that-standardizes-training-at-transbank","status":"publish","type":"customer-story","link":"https:\/\/staging.totara.fortyapp.com\/us\/customer-stories\/tbk-contigo-the-new-platform-that-standardizes-training-at-transbank\/","title":{"rendered":"TBK Contigo: The new platform that standardizes training at Transbank"},"content":{"rendered":"\n
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Transbank<\/strong> is the most important payment media company in Chile, being a pioneering company that has set the standard for the industry. It aims to connect people and businesses through flexible and innovative solutions, contributing to the development and evolution of the country and society.
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As a leader, it has forged a trajectory in innovation and implementation of cutting-edge products and services, with both in-person and non-in-person payment solutions that adapt to the needs of businesses and individuals, standing out for high standards of security and availability.
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In this way, Transbank has around 700 employees to offer innovative solutions that adapt to the needs of businesses and individuals to over 200,000 entrepreneurs, whether small, medium, or large, generating an average of 8 million daily transactions, and significant impact on their respective sales channels.<\/span><\/p>\n

The Challenge<\/strong><\/h3>\n

The main challenge was to generate engagement with outsourcers and achieve timely transmission of information, standardization of knowledge, and cultural values that would be reflected in excellence in customer service and preference towards Transbank. For the client, it was important to create a common space for their external collaborators (1,000 users) to make them feel like they are part of the organisation and understand the importance of their role in Transbank’s value chain.<\/span><\/p>\n

Client needs included: centralizing service protocols, reducing manual information transfer, standardizing training plans, connecting external staff with Transbank, and establishing a formal, single communication channel visible across different devices (smartphones, tablets, laptops, etc.). Additionally, the channel should reduce logistical, human, and travel costs associated with acquiring knowledge.
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Similarly, obtaining data on outsourcer performance was essential to improve customer experience, increase NPS and process\/channel satisfaction, boost efficiency, reduce site visits\/calls, increase revenue, and attract customers across different markets.<\/span><\/p>\n

The Solution<\/h3>\n

The client\u2019s need led to the development and implementation of the Totara platform<\/a><\/strong>, integrating learning content, information modules and communication channels to standardize knowledge among the different outsourcers. As a result, a distinctive Transbank service and attention stamp would be achieved, perceived as close, consistent, and solution-oriented for customers.
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To achieve the set objectives, especially user engagement with Transbank, workshops such as requirement gathering, inception, discovery, focus group, needs prioritization, and consolidation were conducted. This resulted in the graphical customization of the platform and the definition of 3 MVP’s (Minimum Viable Products) in the first phase: Communication, Training, and Data. The Totara Experience Platform<\/a> <\/strong>fulfilled all these requirements with its Learn<\/a>, Engage<\/a> <\/strong>and Perform<\/a> <\/strong>functionalities.<\/p>\n

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\nThe starting point was the graphical customization of the platform to align it with the client’s brand and make it user-friendly and approachable for the users.
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Working with the client requires receiving feedback, relevant suggestions and creating forums, as well as having daily data and information in pop-ups. There are functionalities that the Engage module<\/strong> facilitates in its creation and management, enhancing collaboration and community building.
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With the Learn module<\/strong>, we were able to create a learning itinerary, including certifications, performance evaluations, and a level of flexibility that anticipated the various requirements and challenges the client might have, such as different audiences, diverse learning plans, and competencies development , among others.
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Regarding the Perform module<\/strong>, it allowed us to project the improvement of our teams\u2019 skills with the aim of increasing satisfaction among our end customers. This is achieved by enabling us to track progress, measure gaps, adjust KPI’s and evaluate results for the continuous improvement process.<\/span><\/p>\n

The Result<\/h3>\n

By leveraging the tools provided by Totara, we were able to develop a robust platform that has enabled the creation of a distinctive seal of Transbank service and attention stamp for its employees and outsourced companies. As a result, the following achievements can be highlighted:<\/p>\n