RevenueDeployment LocationIndustryProducts
USD 11 billion+ North AmericaFinancial Services / Wealth Management Knowledge Advanced
Oracle Policy Automation

Speridian partnered with Oracle Consulting Services for the world’s first implementation and integration of Oracle Knowledge Advanced and Oracle Policy Automation as part of a modernization initiative of Ameriprise’s existing Ameriprise Source of Knowledge (“ASK”) portal, leading to a cutting edge, interactive Knowledge experience.

Top Customer Objectives and Challenges

  • The ASK Knowledge Portal, previously implemented in Oracle Service Cloud Knowledgebase, is a central part of Ameriprise’s self-service initiative, providing agents, internal advisers and registered users with Knowledge and interactive Guides for a multitude of scenarios.
  • Over the years, the User Experience (UX) had become somewhat stale and cumbersome, relying heavily on the Guided Assistance tool.
  • Maintenance overheads were significant for the 70+ Guided Assistance (GA) trees, while UX was operating within the constraints of the GA paradigm.
  • The reporting functionality built into Oracle Service Cloud / Knowledgebase / Guided Assistance was not able to provide Ameriprise with the details on user journey and usage required to fine-tune the Knowledge Experience.


  • The new ASK portal is based on Knowledge Advanced and Oracle Policy Automation
  • Ameriprise now has a cutting-edge, world-class Knowledge Portal with optimized UX
  • Drastically reduced maintenance overheads for their interactive Knowledge Tools
  • Increased Customers  Satisfaction and access to information about their Installed Products and Work Items
  • Innovation through leveraging the endless features provided by OPA
    • Multi-path questionnaires, calculations, policy-driven Knowledge, adaptive UI
  • Powerful reporting and analytics – capturing user information, how much time they spend on a particular screen, answers chosen, spectrum reporting, etc.
  • Improved Knowledge Management & Collaboration leveraging the KA & OPA Clouds

Key Highlights

  • ServiceMax replacement
  • Oracle ERP Cloud integration
  • World-class After Sales Services, converting Field Services from Cost Center into Profit Center
  • 16-week implementation
  • Streamlined processes avoiding work-arounds and duplicate data entry

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