Business Process Management, Content Management, Web Development
Equifax Inc. is one of the three largest consumer credit reporting agencies, with operations in 24 countries. In the U.S., Equifax® offers a wide range of products and services including credit monitoring and identity theft prevention solutions for consumers. Equifax provides public educational content through their Knowledge Center to help consumers make better financial decisions.
In 2020, with the Covid-19 pandemic throwing the country into turmoil, Congress passed several pieces of legislation to help provide economic relief to business and individuals, but resources were scattered across various governement websites and news outlets. Equifax recognized that a central location for the ever-changing information was sorely needed. As a trusted voice in the financial sector, they had both a responsibility to provide it, and an opportunity to boost their consumer traffic and public image. Prior to 2020, the consumer facing Equifax Knowledge Center was updated with new articles approximately twice per month. Large volumes of content production could not be handled by the small internal team.
To accommodate the workload, Equifax brought 3 trusted vendors together, including Skyward. A plan was made to divide the effort into three buckets — content writing, SEO, and production. But the process to get a single piece of content published was cumbersome and unclear. Multiple rounds of edits were often required by the legal team, and internal staff was stretched thin.
Skyward took the reigns, documenting the entire publishing process, identifying inefficiencies, and streamlining the workflow as content was passed from one team to the next. We crafted a system for tracking the progress of an article, managing change requests, and assigning production tasks. Through collaboration with Equifax's legal team and the IT department, we achieved daily article publishes.
Within only 30 days, the frequency of publication went from two articles per month, to several per week.
Equifax has seen how important the Knowledge Center is to their business and to consumers, and has committed to ongoing maintenance and enhancements beyond the original requests. We continue to lead this effort to this day, managing multiple teams and hundreds of pieces of content throughout the publish cycle each week.