The Company
connectFirst Credit Union is one of the largest credit unions in Canada. The credit union has:
They were scaling their company by merging four credit unions and wanted to deliver a consistent member service experience across 40+ Albertan branches. This meant that connectFirst needed to standardize policies and procedures that would be accessible to all of their employees.
The Solution:
connectFirst needed a unified documentation system to provide consistent service across all branches. They wanted a "Google-like" experience for employees to easily find the answers they needed in one place.
They turned to ScreenSteps to create a central knowledge hub where employees could quickly find answers and keep information up-to-date.
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After deciding on ScreenSteps, connectFirst began the process of consolidating their documentation. They faced a massive content migration, starting with 1,500 articles spread across different tools and systems. To manage this, they created an organized knowledge planner, breaking the migration into three key phases: importing, validation, and final revision.
Alaska, the IT Support Specialist, led the migration. Her team imported content into ScreenSteps, then validated each piece of information for accuracy. As the final step, Alaska reviewed the content to ensure consistency and adherence to their style guide.
Through this thorough process, they condensed 1,500 articles into 325, streamlining and enhancing the clarity of their procedures.
Eventually, they built out a total of 790 articles across 16 manuals.
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To ensure a smooth transition, connectFirst invested in knowledge coaching and support with the ScreenSteps team. Employees required only a few hours of training due to the platform's user-friendly design. ScreenSteps’ Head Consultant provided initial group training on the basics, followed by one-on-one sessions where Alaska answered individual questions and offered additional support.
"ScreenSteps’ platform is seriously easy to get started with," Alaska noted. “Our editors had just a couple of hours of training to get going, with follow-up sessions to refine their skills.”
Additionally, ScreenSteps helped connectFirst develop a manual within the platform to teach new editors best practices, creating an internal guide for content creation.
Beyond implementation, ScreenSteps offered ongoing content coaching to help connectFirst maximize the platform's features. Alaska worked directly with a ScreenSteps consultant to refine their policies and procedures, ensuring they were clear, concise, and easy for employees to follow.
This collaborative approach allowed connectFirst to create a cohesive, accessible knowledge ops platform that provided employees across all branches with a reliable source of truth.
The Results
After adopting ScreenSteps, connectFirst successfully standardized documents and made them easily accessible for employees. Here’s what they achieved:
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In just one year, 1,200 connectFirst users accessed nearly 1 million support articles.
Six months post-implementation, a survey of 102 employees revealed a positive experience:
“Our favorite comment was that it was ‘miles ahead’ of other platforms we’ve used in the past,” shared Alaska, IT Support Specialist.
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With ScreenSteps, employees now have a single source of truth for policies and procedures. The knowledge base’s structure allows them to quickly locate what they need.
“Our employees now understand how to use it and where to go for support,” Alaska noted. The focus has since shifted from training to enhancing content.
connectFirst continues to refine search capabilities, adding keywords and breaking down long articles into shorter, specific ones to further aid employee search efforts.
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ScreenSteps has encouraged a shift away from printed materials, ensuring employees always access the most current information online. This move has been crucial in maintaining compliance, as policies and procedures change frequently in their industry.
“When employees print articles, they miss critical updates,” Alaska explained. “With ScreenSteps, it’s easier to keep everyone aligned with the latest processes.”
