Customer storyFinancial Services
The same knowledge. From training to the right decision in front of the customer.
How ONE ZERO connects training, day-to-day work and the continuous improvement of knowledge, to build professional independence and turn the bank’s knowledge into a competitive advantage.
ONE ZERO bank at a glance
- Industry
- digital bank
- Customers
- More than 200,000
The results: better knowledge. Better performance.
What changed, in ONE ZERO bank’s own numbers.
- 48% Shorter time for new bankers to reach independent work
- 32% More use of sales knowledge while serving customers
- 41% Fewer requests to experts to clarify professional information
ONE ZERO × ClearMash
ONE ZERO was built to make private banking accessible through a combination of advanced technology, artificial intelligence and human service. With more than 200,000 customers, the bankers’ ability to understand the customer’s needs and act on the right knowledge is a central part of the banking experience it seeks to offer.
Through ClearMash, the bank connects professional knowledge, training and self-directed learning into one infrastructure. The same knowledge accompanies the bankers from their first day of training, through keeping up with changes, to handling a customer’s inquiry. What comes up in the work goes back to the knowledge and training teams, and helps improve the content, close gaps and strengthen the professional capability of the whole team.
Knowing what applies. Understanding how to act.
In a digital banking environment, knowledge changes along with the products, the services and the processes. The terms of a plan are updated, a new campaign is launched and professional guidance changes. In each of these cases, the banker needs to understand what is in effect now, who it applies to and what they have to do.
Training has the same need. A new employee learns a broad professional field, but will meet some of its situations for the first time only months later. The ability to give professional service also depends on the knowledge that will be available to them when the case arrives.
ONE ZERO uses ClearMash to connect what the bank knows, what the bankers learn and the way they act in front of customers.
Knowledge, training and learning on one infrastructure
The knowledge a new banker trains on is the knowledge the whole team works from.
-
Professional knowledge
What the bank knows: its products, their conditions and its processes.
-
Training
What the bankers learn, from their first day.
-
Self-directed learning
Returning to the knowledge on their own when something needs clarifying.
One source
Through ClearMash, one infrastructure that learning and work share.
- Bankers in training
- Bankers at work
- Knowledge teams
- Training teams
Learning from the knowledge you work with
Already in training, a new banker gets to know the knowledge source they will use at work. They learn the products and the processes, practice how to use the knowledge and develop the ability to return to it independently when something needs clarifying.
When product terms or guidance change, the update is made in a source shared by learning and work. This reduces the duplication of content, the maintenance work and the gap that can open between what is learned in training and what actually has to be done.
This connection lets the training teams focus on understanding, judgment and practice. The bankers know where to find the current guidance, even when it is a case they rarely meet.
From professional knowledge to the customer’s case
ClearMash makes it possible to organize the knowledge around the questions the banker needs to resolve: what the product includes, which conditions apply, what needs to be checked and how to continue handling it.
When clarifying eligibility for a benefit, for example, the knowledge can connect the eligibility conditions, the validity period, the explanation for the customer and the actions required of the banker. In a case that requires additional approval, the path onward is part of the guidance too.
This is how professional knowledge becomes guidance that can be applied. The bankers spend less time gathering details and making internal inquiries, and act with confidence and consistency even in less familiar situations.
The work improves the knowledge. The knowledge improves the work.
The bankers’ questions, searches and feedback give the knowledge and training teams a picture of where improvement is needed: a topic that keeps coming up in inquiries, a condition that is hard to understand, a step in a process that lacks an explanation, or information that no longer matches reality.
From that picture, it is possible to act with focus: refine a wording, complete the guidance, add an example or build a professional refresher around a need that came up in the work.
Every improvement goes back into the shared knowledge source and serves both the bankers already at work and those in training. A gap that came to light with one banker becomes an opportunity to strengthen the knowledge of the whole team.
This is how, over time, ONE ZERO develops the asset that sets it apart: its professional knowledge, its accumulated experience and the way the bank chooses to serve its customers. The bank keeps control over what counts as authoritative knowledge, how it is updated and how it is used. This is Knowledge Sovereignty, expressed in the day-to-day work.
About ONE ZERO
ONE ZERO is a digital bank that combines advanced technology, artificial intelligence and human expertise to make a private banking experience accessible. The bank offers financial services and account management digitally, with an emphasis on personal service, simplicity and the ability to help customers manage their money.
In their own words
ClearMash is a significant partner in our ability to connect ONE ZERO’s innovation with the service customers actually receive. The same knowledge accompanies the bankers from training to the complex cases at work, and helps them act independently and with confidence.
The value for us goes beyond that. We see where the knowledge needs refining, which questions keep coming back and where the training is worth focusing. Every improvement we make goes back to the whole team. This is how we turn the bank’s accumulated knowledge into a professional capability that keeps improving and supports our advantage in customer experience.
If this looks like your operation
ONE ZERO bank’s own quote is shown on these business areas:
See the Brain run an operation like this one
A demo shows a queue, a product line or a procedure running on one Brain.
Prefer to start with the numbers? The impact estimator works them out