ScreenSteps Case Studies Centralizing Documentation for Growth: A Case Study on connectFirst Credit Union

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	Centralizing Documentation for Growth: A Case Study on connectFirst Credit Union ScreenSteps

Centralizing Documentation for Growth: A Case Study on connectFirst Credit Union

ScreenSteps

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - GPS
Applicable Industries	Education Finance & Insurance
Applicable Functions	Maintenance
Use Cases	Public Transportation Management Virtual Training
Services	Training
Challenge	connectFirst, a Canadian credit union, was preparing for a significant expansion by merging four credit unions. This expansion aimed to deliver a consistent member service experience across 40+ branches in Alberta. However, this meant that connectFirst needed to standardize policies and procedures accessible to all of their 740 employees. The challenge was to harmonize documents scattered across four divisions, each with its own banking system and processes. Furthermore, these divisions had been documenting policies and procedures using different tools, including OneNote, SharePoint, and Word docs, which made it difficult to edit documents and find necessary articles. With the expansion, they needed each of their 40+ branches to have access to up-to-date information. Read More
About Customer	connectFirst is a Canadian credit union that was preparing for a significant expansion by merging four credit unions. The goal of this expansion was to deliver a consistent member service experience across more than 40 branches in Alberta. The company had 740 employees who needed access to standardized policies and procedures. Before the merger, the divisions had been using different tools for documenting policies and procedures, which made it difficult to edit documents and find necessary articles. With the expansion, they needed each of their branches to have access to up-to-date information. Read More
Solution	connectFirst decided to create a one-stop shop for all their resources. They aimed to create one set of policies and procedures that applied to all branches, ensuring remarkable service to their members. The main goals were to merge and standardize documents to create one source of truth and make it easy for employees to find information. They wanted a Google-like experience for their credit union, where employees could easily find answers to their questions. After comparing various platforms, connectFirst chose ScreenSteps, a knowledge base software company that simplifies creating, storing, sharing, and using documentation across an organization. ScreenSteps was chosen for its intuitive learning, user-friendly content importing, and ease of document editing and maintenance. connectFirst officially purchased ScreenSteps in January 2020 and launched their knowledge base in November 2020. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - GPS

Applicable Industries

Education

Finance & Insurance

Applicable Functions

Maintenance

Use Cases

Public Transportation Management

Virtual Training

Services

Training

Challenge

connectFirst, a Canadian credit union, was preparing for a significant expansion by merging four credit unions. This expansion aimed to deliver a consistent member service experience across 40+ branches in Alberta. However, this meant that connectFirst needed to standardize policies and procedures accessible to all of their 740 employees. The challenge was to harmonize documents scattered across four divisions, each with its own banking system and processes. Furthermore, these divisions had been documenting policies and procedures using different tools, including OneNote, SharePoint, and Word docs, which made it difficult to edit documents and find necessary articles. With the expansion, they needed each of their 40+ branches to have access to up-to-date information.

About Customer

connectFirst is a Canadian credit union that was preparing for a significant expansion by merging four credit unions. The goal of this expansion was to deliver a consistent member service experience across more than 40 branches in Alberta. The company had 740 employees who needed access to standardized policies and procedures. Before the merger, the divisions had been using different tools for documenting policies and procedures, which made it difficult to edit documents and find necessary articles. With the expansion, they needed each of their branches to have access to up-to-date information.

Solution

connectFirst decided to create a one-stop shop for all their resources. They aimed to create one set of policies and procedures that applied to all branches, ensuring remarkable service to their members. The main goals were to merge and standardize documents to create one source of truth and make it easy for employees to find information. They wanted a Google-like experience for their credit union, where employees could easily find answers to their questions. After comparing various platforms, connectFirst chose ScreenSteps, a knowledge base software company that simplifies creating, storing, sharing, and using documentation across an organization. ScreenSteps was chosen for its intuitive learning, user-friendly content importing, and ease of document editing and maintenance. connectFirst officially purchased ScreenSteps in January 2020 and launched their knowledge base in November 2020.

Impact #1	After implementing ScreenSteps, connectFirst was able to standardize documents and make those resources accessible for their employees. The knowledge base has become a tool employees turn to. Having a single source of truth means that the documents are organized in one location, and employees know exactly where they need to go to find policies and procedures they need. The company has merged and standardized its policies and procedures, creating a one-stop shop where employees go to find answers. Now, with ScreenSteps, connectFirst is encouraging employees to go online to the knowledge base instead of printing, ensuring they always have the most current information. This has helped connectFirst maintain compliance at their credit union. The biggest benefit of choosing ScreenSteps has been the ScreenSteps’ team's responsiveness and end-to-end support.

Impact #1

After implementing ScreenSteps, connectFirst was able to standardize documents and make those resources accessible for their employees. The knowledge base has become a tool employees turn to. Having a single source of truth means that the documents are organized in one location, and employees know exactly where they need to go to find policies and procedures they need. The company has merged and standardized its policies and procedures, creating a one-stop shop where employees go to find answers. Now, with ScreenSteps, connectFirst is encouraging employees to go online to the knowledge base instead of printing, ensuring they always have the most current information. This has helped connectFirst maintain compliance at their credit union. The biggest benefit of choosing ScreenSteps has been the ScreenSteps’ team's responsiveness and end-to-end support.

Benefit #1	1,200 users at connectFirst have viewed just under 1 Million support articles in a year of using ScreenSteps.
Benefit #2	Employees’ ScreenSteps experience was rated 97% for look and feel, 78% for searching, 85% for browsing manually, 82% for having access to the right information, and 78% for feeling up-to-date.
Benefit #3	The largest manual they needed to migrate and edit had 1,500 articles. They condensed that content into 325 articles. They now have 790 articles written across 16 manuals.

Benefit #1

1,200 users at connectFirst have viewed just under 1 Million support articles in a year of using ScreenSteps.

Benefit #2

Employees’ ScreenSteps experience was rated 97% for look and feel, 78% for searching, 85% for browsing manually, 82% for having access to the right information, and 78% for feeling up-to-date.

Benefit #3

The largest manual they needed to migrate and edit had 1,500 articles. They condensed that content into 325 articles. They now have 790 articles written across 16 manuals.

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Overview

Centralizing Documentation for Growth: A Case Study on connectFirst Credit Union

Operational Impact

Quantitative Benefit