Delivering a Better Migration Experience with Superior’s Technical Assistance Center

Platform upgrades, system changes, and digital banking transitions are some of the most disruptive changes a financial institution can face. It’s not just about updating technology; it’s about preserving the trust and satisfaction of the customers who rely on it.

That’s why Superior established Technical Assistance Center (TAC) - a specialized support solution built to ensure that no customer feels overlooked, confused, or underserved during a system change. With decades of expertise in treasury management, banking operations, and customer experience, TAC is designed to make complex migrations feel simple, structured, and well-managed from start to finish.

Technical Assistance Center Supports Your Clients Through Every Step of the Transition

TAC was created with one goal: to protect and enhance the customer experience during every stage of a platform transition. Whether it’s a core system conversion, RDC or ACH platform upgrade, or wire platform migration, TAC is designed to provide guidance, communication, and personal support to every end user affected by the change.

A Customer First Approach

TAC combines technology, project management, and a team of experts to deliver a migration experience that customers appreciate. Every TAC-led migration is built around three key principles:

• Empathy – Understanding how changes affect real users and meeting them with patience and care.
• Transparency – Providing clear communication, timelines, and expectations.
• Responsiveness – Offering timely support when questions arise or things don’t go as planned.
  
  

From the first announcement to the final post-conversion support call, TAC ensures customers feel informed, valued, and well-supported.

Tailored Journeys for Every Customer Type

One of the key strengths of the TAC approach is its tiered customer journey framework, which ensures the right level of support for each type of client:

• Tier 1: Premier Clients

  High-value commercial clients using a full suite of treasury services receive white-glove support. They’re assigned a dedicated specialist who provides direct outreach, Zoom-based training, ERP mapping support, and post-conversion check-ins.

• Tier 2: High-Touch Clients

  These commercial clients, often using ACH and wire, receive personalized email communications, one-on-one appointments, training calls, and responsive phone support.

• Tier 3: Low-Touch Clients

  Typically small business users on online banking only. Such clients access a rich set of self-service resources, including email guides, video training, FAQs, and group webinars—all tailored to their needs.
  
  

Regardless of tier, all clients receive inbound support after conversion, with tracking and reporting in place to continuously improve the experience.

Blending Personal Support with Powerful Technology

While technology plays a key role in managing transitions, Technical Assistance Center is grounded in human support. Specialists are carefully selected not just for their product knowledge, but for their patience, clarity, and empathy. They’re trained on the bank’s specific platforms, and deliver both proactive outreach and responsive help.

To support this, Superior provides:

• A dedicated scheduling and ticketing platform
• Trigger-based communication workflows (email, call, landing pages)
• A knowledge base built on years of project data
• Real-time dashboards and analytics for oversight

Together, these tools ensure that communication is timely, tasks stay on track, and both banks and customers have visibility throughout the process.

Results That Reflect Our Commitment to Excellence

Superior’s TAC has already supported over 70,000 treasury users through transitions, including RDC conversions, core system conversions and updates, and wire and ACH upgrades. Satisfaction surveys consistently return 98% positive ratings, and project feedback often includes praise for the calm, helpful approach of the TAC team.

In one recent conversion project for a regional bank, TAC helped segment clients by complexity and need. The top 10% of commercial clients received guided one-on-one training; the remainder accessed a custom-built self-service experience. As a result, post-launch support calls dropped significantly, and 100% of surveyed users reported satisfaction with the transition process.

Putting Customers at the Heart of Every Transition

System upgrades and platform changes don’t have to be stressful. With the right support structure, they can be an opportunity to deepen client trust, improve adoption, and strengthen long-term relationships.

Superior’s Technical Assistance Center is built to do exactly that.

Whether your institution is preparing for a core system conversion, moving to a new online banking platform, or upgrading RDC, wire, or ACH systems, TAC ensures a smooth transition—one that keeps the customer at the center, every step of the way.

Learn more about how TAC can support your next migration