How the Documentation Team at Mastercard Reduced Time-to-Answer by 42% and Transformed Customer Experiences

Industry

Financial Services

Challenge

Mastercard faced challenges with customer dissatisfaction due to inconsistent, unclear technical documentation. This drove the need for enhanced content quality, faster information retrieval, and improved content governance.

Results

The project showed a 42% improvement in time-to-answer, and a 257% boost in factual accuracy, enhancing user trust.

Key Solutions

Content Strategy, Content Transformation, CCMS Optimization, Precision Content Writer Training, Acrolinx

www.mastercard.ie/

42%

Faster Time-to-Answer

38%

Boost in Satisfaction

257%

Boost in Factual Accuracy

34%

Boost in User Confidence

"The new transformed content is so much better! This was much easier to use. I can find the answer easily and I don't need to read the entire document. Well done!”

Customer Feedback

Usability Lab Participant

About Mastercard

Mastercard is a global leader in payment technology, connecting individuals, businesses, and governments to fast, secure, and convenient financial transactions. With a commitment to innovation, Mastercard provides solutions that enhance the payment experience, drive economic growth, and empower a connected digital economy, fostering financial inclusion worldwide.

The Challenge

Mastercard, a global leader in payment processing, faced significant challenges due to suboptimal customer feedback regarding their technical support documentation. This issue prompted the company's leadership to seek improvements in customer satisfaction and better leverage their investment in CCMS technology.

The Solution

Precision Content partnered with Mastercard’s Content Strategy & Development team to revolutionize their content operations and achieve their dream outcomes. Over a multi-year engagement, Precision Content implemented a series of strategic initiatives designed to transform content quality and usability:

Content Standards and Governance: Established rigorous standards and governance frameworks to ensure consistency, accuracy, and control across all content.
Information Architecture and Content Models: Redesigned content structures to improve navigation, usability, and customer experience.
Enhanced Search Functionality: Upgraded search tools to enable faster, more accurate retrieval of information.
Refined Taxonomy and Terminology: Standardized language and classifications to reduce confusion and enhance comprehension.
Integration of Acrolinx: Leveraged Acrolinx to maintain brand voice, improve content quality, and drive consistency.
Overhaul of Legacy Content: Rewrote and restructured problematic legacy materials to align with new standards and user expectations.

The Results

Mastercard experienced measurable improvements that significantly advanced their vision of customer-centric documentation:

42% Faster Time to Answer: Customers could locate correct information more quickly, boosting efficiency and satisfaction.
45% Increase in Customer Satisfaction Scores: Clear, concise, and user-friendly documentation drove improved customer perceptions.
27% Boost in Confidence in Accuracy: Users expressed higher trust in the information provided, enhancing reliability.
257% Surge in Factual Accuracy: A remarkable improvement in the accuracy of information ensured users received reliable, consistent answers.

Conclusion

The collaboration delivered dramatic improvements in documentation usability and customer satisfaction. By implementing structured authoring, robust governance, and cutting-edge technology like Acrolinx, Mastercard elevated their content operations to a new standard of excellence.