Lower Support Costs by Leveraging a Learning Management System
Business customers rely heavily on Treasury Management services, yet we find most banks still do not offer structured training to help them get started. Instead, they rely on phone calls, scattered PDFs, or quick explanations during implementation meetings. That approach might work when your bank has only a few services or a handful of business customers on your Treasury Management services, but it breaks down as TM grows. Support calls increase. Onboarding takes longer. Teams answer the same questions again and again. And customers feel they are always one step behind.
There is a simple way to break this cycle: Build a small training library using a basic Learning Management System (LMS) and make the content free for your business customers. It does not need to be elaborate or expensive. A straightforward platform like Kajabi, TalentLMS, or even a set of secure pages on your website can get the job done. What matters is consistency, clarity, and giving your customers a place to learn at their own pace.
The return on investment is surprisingly strong. When customers understand how your TM services work before they start using them, the number of support calls drops quickly. Your team spends less time walking customers through the basics of ACH origination, wire templates, user management, Positive Pay, and RDC. Issues that normally trigger escalations slow down. Exceptions decline because customers follow the right steps the first time. And internal coordination improves because everyone sees the same standardized training.
Start small. Pick one or two services that generate the highest call volume. Create short videos, no more than a few minutes each, showing customers how to perform common tasks in your online banking system. Pair each video with a simple checklist or quick-start guide. Add a “Getting Started with Treasury Management” section that mirrors your onboarding process. The goal is to replace repeated, time-consuming explanations with well organized, self-paced content.
Your support team will feel the impact right away. Instead of fielding the same questions from every new ACH user, staff can direct customers to the training library. Instead of troubleshooting user-permission issues over the phone, they can point customers to a clear walkthrough on how to manage security. Support becomes more efficient and more strategic. Your staff now has the time to handle the complex questions that actually require expertise.
There is also a competitive advantage hidden inside this approach. Free customer training signals that your bank is committed to helping businesses succeed. It shows that you take implementation seriously and that you view TM as more than a collection of services. It positions your bank as a partner and not just a provider. And when customers feel guided and supported, they are far more likely to adopt additional services over time.
If you want to reduce support costs, shorten onboarding timelines, and strengthen customer relationships, consider launching a small LMS pilot. Choose a platform, build a simple library, and track the difference in support volume before and after implementation. You may find that the most effective operational improvement is also one of the simplest: teach your customers well, and your support team will thrive.
- Marci and Tim
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