天涯海角APP

Case Studies
Case Study

How CoBank provides process and system help to more than 1,500 employees

# of Employees
1500
Industry
Finance
Website

The problem

CoBank is a cooperative bank that provides loans, leases, export financing and other financial services to the U.S rural economy in agribusiness, rural power, water and telecommunications. The bank needed a contextual help tool to organize and share reliable sources of company and process knowledge for employees. Its previous training solution, which consisted of a combination of SharePoint wiki pages, training PowerPoints, and user-managed guidance introduced three challenges:

  • Up-to-date resources were scattered and end users couldn't find the relevant information they needed quickly.
  • Different departments were creating 鈥渢ips and tricks鈥 documents that weren't consistent or accurate throughout the organization, causing version control challenges.
  • Frequent changes in integrated platforms like Salesforce and nCino created challenges for employees to stay up-to-date.

When looking for a contextual help tool, CoBank needed something that was easy to implement without having to rely on developer resources to build and maintain, as well as a tool that would allow content developers to easily maintain and update information for the entire organization.
鈥

That's when they discovered 天涯海角APP.

The solution

Contextual learning to boost tool competency

With more than 1,100 employees across the United States, the CoBank team needed an easy way to provide end-user guidance within the systems themselves. With 天涯海角APP, content developers can embed 'Speks', or bite-sized pieces of information, directly in the tools that users accessed every day, such as Salesforce and nCino. This includes rich text, videos, and links to other resources to provide even more context and quickly enhance content.

To complete a process, all end users have to do is hover over the 天涯海角APP icon in whichever tool they're using and access the information they need. By providing tool process guidance contextually, content developers create a personalized, self-service learning environment that reinforces team training and reduces the time it takes to learn a new process. Plus, because end users don't have to leave the flow of work and no longer have to hunt for external resources, they can perform their work in the system much more efficiently.

Because the 天涯海角APP rollout was successful, the team was able to retire user guides in other systems and no longer relies on limited Salesforce help text as the only way to have conte