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Building a Scalable Knowledge & Training Platform for a Digital Banking Provider - Case Study

  • Digital Strategy
  • Jun 7
  • 2 min read

Client

A leading Digital Banking Platform provider serving fintechs, neobanks, and financial institutions across emerging markets.


Building a Scalable Knowledge & Training Platform

Challenge

As the client rapidly onboarded new partners and enterprise customers, they identified a recurring pain point:

"We need a unified space where customers can access documentation, product training, onboarding resources, and live updates — without relying on email chains or piecemeal PDFs.”

They envisioned a centralized Training & Learning Management System (LMS) that would serve as a digital learning and knowledge hub for all their enterprise users. But they faced three core challenges:

  1. Content Chaos — No centralized documentation. Training materials were fragmented across decks, chats, and support docs.

  2. Onboarding Bottlenecks — Every new customer required manual walkthroughs, slowing down product adoption.

  3. Scalability & Updatability — As features evolved, there was no easy way to update or version-control learning content.


Our Solution - Building a Scalable Knowledge & Training Platform


Searchruby partnered with the client to design, develop, and deploy a full-scale Knowledge Management and LMS platform — combining intuitive user flows, robust architecture, and updatable documentation layers.


Phase 1: Content Strategy & Architecture

  • Conducted stakeholder interviews to map user roles, training needs, and common support queries

  • Created a structured knowledge architecture with role-based content access (Admin, Product, Ops, Customer Success)

  • Developed a modular content hierarchy including product guides, video tutorials, certification flows, and searchable FAQs


Phase 2: Platform Design & Development

  • Built a custom LMS using a scalable CMS (Headless WordPress + React)

  • Integrated multi-format support (video, slides, interactive modules) and multilingual capability

  • Added user tracking, completion analytics, and automated onboarding pathways


Phase 3: Deployment & Continuous Optimization

  • Rolled out in phases across APAC and MENA customers

  • Enabled the client’s internal team with admin access, CMS training, and documentation SOPs

  • Added webhook integrations for real-time updates from their product development team


Impact

Metric

Outcome

Customer Onboarding Time

⬇ Reduced by 60%

Support Tickets

⬇ Decreased by 45% in the first 3 months

Platform Engagement

⬆ Increased by 3x due to self-serve documentation

Content Management Time

⬇ Cut in half through centralized updates


Client Feedback

“What Searchruby delivered was more than a platform — it’s become the backbone of our customer education engine. Their strategic thinking helped us turn a scattered set of documents into a branded, user-friendly, and intelligent LMS.”— VP Product & Growth, Digital Banking Platform

Key Technologies Used

  • CMS: Headless WordPress

  • Frontend: React, Tailwind CSS

  • Hosting: AWS

  • Integrations: HubSpot, Google Analytics, Zapier (for automation), Vimeo (for video hosting)

 
 
 

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