Customer Story

Credit Union Centralizes All of Their Documentation to Prepare for Growth

“This platform has been a real game-changer in transforming the way we create and transfer knowledge. It's helped us grow employee expertise and create a remarkable member experience.”

TLDR

The short version (TL;DR)

Industry: Credit union

Challenge: Scattered, inconsistent documentation due to credit union merger.

Solution: ScreenSteps knowledge ops platform for a single source of truth and knowledge coaching to create unified documentation.

Results: 1,200 users accessed nearly 1 million articles in the first year, creating a consistent member experience across all branches and employees.

The short version (TL;DR)

The Company

connectFirst Credit Union, one of Canada's largest credit unions, was merging with 4 credit unions (40+ branches, 750+ employees).

The Challenge

Scattered, unorganized documentation spread across multiple knowledge tools, such as OneNote, SharePoint, and Word.

The Solution

ScreenSteps knowledge ops platform for a single source of truth and knowledge coaching to create unified documentation.

The Results

1,200 employees accessing nearly 1 million articles in the first year, creating a unified experience across all branches and employees.

Platform usage in first year

connectFirst implemented the ScreenSteps knowledge ops platform when merging four credit unions to create a consistent experience across all 40+ branches and 700+ employees.

Digital guides created

Digital guide views

Completed workflows

The Company

connectFirst Credit Union

connectFirst Credit Union is one of the largest credit unions in Canada. The credit union has:

40+ branches
750+ employees
125,000+ members
Over $7 billion in assets under administration

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 Challenge

Harmonize documents scattered across four merging credit unions

As connectFirst prepared to merge its divisions, a key challenge emerged: organizing scattered documentation. With four banking systems and various processes, aligning policies was essential.

Each division used different tools—ranging from OneNote to SharePoint to Word docs—making it hard to find and edit documents. Alaska, an Information Technology Support Specialist, noted that “documentation could be in many different places, depending on what division you were part of.”

With over 40 branches needing access to up-to-date information, connectFirst opted to search for a new documentation solution instead of relying on their existing tools.

Their main goals were two-fold:

Merge documents to create one single source of truth for employees.
Make it simple for employees to find the information they need when they need it.

The Solution:

Use the ScreeSteps knowledge ops platform for a single source of truth

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.

Implementing ScreenSteps

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.

Training and Support

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.

Content Coaching

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.

“Screensteps’ platform is seriously easy to get started with. Our editors had only a couple hours of training to get started and then another hour or two down the line to hone their skills.”

Alaska Delaire
Information Technology Support Specialist, connectFirst Credit Union

The Results

Complete adoption across all divisions

After adopting ScreenSteps, connectFirst successfully standardized documents and made them easily accessible for employees. Here’s what they achieved:

1. High Employee Adoption

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:

97% rated the platform's look and feel positively.
78% praised its searchability.
82% found access to the right information efficient.

“Our favorite comment was that it was ‘miles ahead’ of other platforms we’ve used in the past,” shared Alaska, IT Support Specialist.

2. Easy Access to Information

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.

3. Up-to-Date Knowledge

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.”

“Working with the ScreenSteps’ team has been the highlight of the whole project. ScreenSteps has been instrumental in helping our teams deliver a remarkable member experience. Quickly jumping in to help and being willing to implement ideas — that's what makes ScreenSteps stand out.”

Alaska Delaire
Information Technology Support Specialist, connectFirst Credit Union

How they feel now

After using ScreenSteps for over a year, Alaska is confident that connectFirst made the right choice. "The look and feel of ScreenSteps is really nice, and it's very intuitive. It didn’t take much to learn and adopt," she shared.

Today, a team of seven administrators and 90 contributing editors continue to refine and expand the knowledge base, exploring features like comments and revision notes to enhance content quality.

The biggest impact? Employees now know exactly where to go for answers, reducing support time and easing pressure on internal teams. "Everyone knows where to go," Alaska explained. "If it's not in the knowledge base, they know who to talk to."

connectFirst’s journey with ScreenSteps shows how a well-organized knowledge base can streamline operations and empower employees with easy access to essential information.

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