How Confluence theming transformed a prestigious bank’s knowledge management

When a large, prestigious national bank—with 12,600 employees and 603 branches—makes a major shift in its knowledge management system, the transition must be seamless.

Their goal? Move to Confluence without disrupting operations, whilst improving user engagement, training efficiency and cost savings.

What they had was a system costing them £2 million per year, spread across three separate sections, requiring 20 editors to maintain. The inefficiencies were clear—duplicate work, lost productivity and a frustrating user experience.

The challenge: Adoption without disruption

Success depended on ensuring the new system was familiar and easy to use from day one. Employees needed a natural experience, with branding and workflows mirroring their existing tools.

Our approach? Bespoke Confluence theming.

We crafted an intuitive, branded environment that made Confluence feel like a native part of the bank’s digital ecosystem. The transition was completed in just three months.

The impact: Engagement, efficiency and savings

The results of this transformation were staggering:

✅ 85% increase in article views – More employees engaging with knowledge resources.
✅ 28% increase in user sessions – Greater adoption and participation.
✅ 90% reduction in training time – Faster onboarding and ease of use.
✅ 33% fewer support tickets – Reduced friction and improved self-service.
✅ £1 million+ cost savings – A massive reduction compared to the previous system.

The bank’s CEO summed it up best:

“Confluence gives the team the freedom to innovate and evolve the system, at pace. The change also saves the business a significant sum over two years.”

What this means for your business

If your organisation relies on knowledge management but struggles with engagement, usability or high costs, Confluence theming could be the key. A well-designed system:

✔️ Boosts adoption with familiar branding and UX.
✔️ Reduces training needs, making onboarding effortless.
✔️ Improves collaboration with intuitive knowledge organisation.
✔️ Cuts costs while delivering a superior employee experience.

🚀 Want to see how custom Confluence theming can work for your business? Let’s chat.