Customer Story

Farm Credit of the Virginias Deploys Fiserv DNA with Guided Knowledge

Learn how Farm Credit of the Virginias used the ScreenSteps Knowledge Ops Platform to become a change-resilient organization, prepared to navigate the technology transformations now and in the future.

TL;DR

The short version (TL;DR)

Company: Farm Credit of the Virginias

Challenge: Create a better system for supporting employees through a Fiserv DNA rollout.

Solution: Implemented a ScreenSteps Knowledge Ops Platform to create actionable digital guides employees could find and follow.

Results: Successfully launched Fiserv DNA to 200 employees, with added consistency, improved employee confidence, and an increased customer experience.

The short version (TL;DR)

The Company

Farm Credit of the Virginias

The Challenge

Create a better system for supporting employees through a Fiserv DNA rollout.

The Solution

Implemented a ScreenSteps knowledge ops platform to create actionable digital guides employees could find and follow.

The Results

Successfully launched Fiserv DNA to 200 employees, with added consistency, improved employee confidence, and an increased customer experience.

“We were able to foster a smoother transition for our association to the Fiserv DNA Loan Servicing Account System due to the implementation of the ScreenSteps platform.”

Carrie Casto
Director of Project Management, Farm Credit of the Virginias

The Company

Farm Credit of the Virginias

Farm Credit of the Virginias provides over $2 billion dollars in financing to nearly 12,000 farmers, agribusinesses and rural homeowners throughout Virginia, West Virginia and western Maryland. Farm Credit is a cooperative capitalized largely through investments made by farmers, ranchers and the rural homeowners and businesses that borrow from them. In fact, as part of a nationwide network they are the largest single provider of agricultural credit in the United States and have been for over 100 years. Farm Credit helps maintain and improve the quality of life in rural America and on the farm through its constant commitment to competitive lending, expert financial services and for facilitating and sharing knowledge and resources through the Farm Credit Knowledge Center.

The Challenge

Rolling Out Fiserv DNA to 200 Employees

In June of 2023, Farm Credit of the Virginias made the decision to advance the association with new technology, provided by parent bank AgFirst. Along with fifteen other Farm Credit Associations within the district, a new Loan Servicing Account System, Fiserv DNA, was implemented. This system update would, in turn, impact ten departments and nearly 200 employees.

While excited about the shift to a modern system, Farm Credit of the Virginias quickly recognized that their outdated knowledge management approach would not have the capacity to support employees through this transformation.

Employee documentation of current practices existed within the association, but it did not adhere to the Findable, Followable, and Scannable method. The current documentation was in the form of multi-page PDF files and Word documents housed within the company’s internal SharePoint website. This made finding actionable knowledge nearly impossible.

The result was a fallback to tribal knowledge for employees. Individuals relied either on memorization of the process, constant manager support, or referencing employee-made resource binders.

Pete Cypret, Chief Risk Officer, knew the association was in need of a more effective way to support their employees through this digital transformation.

“We knew we had a big lift with the upcoming system upgrades and process changes. We needed to build systems to support this change and minimize the impact on our employees, and ultimately, our customer-owners. We chose ScreenSteps for its flexible, easy-to-use platform, giving us a single source of truth for ‘How do I do my job,’ replacing outdated methods like binders and shared drives.”

Pete Cyrpet
Chief Risk Officer, Farm Credit of the Virginias

The Solution

A Centralized Knowledge Hub with ScreenSteps

To ensure a smooth transition to the Fiserv DNA system, Farm Credit of the Virginias implemented ScreenSteps as their Knowledge Ops Platform. The platform would allow for the creation of a single source of truth, with actionable digital guides. Developed with the intention to empower employees to perform tasks in the new Loan Servicing Account System, Farm Credit of the Virginias would work to increase employee confidence across all departments.

Here's how they did it:

Step 1

Aligning on the Goal: Actionable Knowledge

To ensure a successful implementation, Farm Credit of the Virginias had to ensure that all departments were aware of the new company initiative and the benefits it would provide to the cooperative’s departments: provide actionable knowledge at employees’ fingertips.

Multiple training sessions were held to train department managers on the difference between a policy and a procedure. To ensure employee confidence, the creation of procedures would need to be centered on ease of use and procedure functionality.

Step 2

Knowledge Planning: What Do Employees Need to Be Able to Do?

Each department manager at Farm Credit of the Virginias worked to define what core procedures employees would need to be able to perform in DNA. The tasks consisted of actions that employees would perform daily or had a high impact on the business function. After identifying these core functions of the association, it was apparent which procedures needed to be developed.

Step 3

Content Creation: Importing & Optimizing Fiserv DNA Documentation

With a plan of action in place and departments aligned on the documentation goals, the association began the development of the Fiserv user digital guides. Initially, Fiserv provided Farm Credit of the Virginias with a multitude of lengthy documents to be utilized during system implementation.

Using the ScreenSteps Knowledge Ops Platform importing function and rapid authoring tools, Farm Credit of the Virginias was able to quickly and efficiently create necessary actionable procedures needed for business functionality and employee success within the system.

Step 4

Roll Out: Going Live with Fiserv DNA & ScreenSteps

Once the development of necessary procedures was complete, Farm Credit of the Virginias launched Fiserv DNA, along with their ScreenSteps knowledge ops platform, which they named “Procedure Hub”. Employees now had the ability to search, find, and follow digital guides for any task or procedure they needed to perform within the Fiserv DNA system.

The Results

Launch & Optimizations of the Knowledge Ops Platform

Farm Credit of the Virginias successfully launched Fiserv DNA and ScreenSteps to all 200 employees. While procedural barriers were encountered, they were mitigated with the ability to create and deploy workaround procedures within ScreenSteps, ensuring employee or member complications were quickly alleviated.

Post-launch of the ScreenSteps platform, Farm Credit of the Virginias has experienced:

Added consistency

Boost in employee confidence

Increased accuracy

Increased customer experience

Since implementation, Farm Credit of the Virginias has transitioned to the optimization stage within their Knowledge Ops Platform. The association is continuing departmental training of actionable procedures, with the goal of defining set procedure standards across the association.

As Farm Credit of the Virginias progresses forward in preparation for implementing their next major software rollout, nCino and Salesforce, the association is confident in their ability to seamlessly transition with the ScreenSteps platform as a key factor to success.

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