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Revolutionizing the Employee with 1st United Services Credit Union

Silver cloud
Silver cloud

1st United Services Credit Union has taken some very innovative strides towards improving their internal operations. They have developed a great method to streamline operations, boost employee knowledge on products and services, enhanced compliance and accuracy of information ultimately benefiting their members in the end. This was all done while saving the Credit Union thousands of dollars in less than 1 year - delivering immediate ROI. Check out the deck to learn more about how they are revolutionizing their employees and be sure to follow up with a member of the SilverCloud team for a quick ROI estimate and learn what Compass can do for your organization.

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Revolutionizing the Employee with 1st United Services Credit Union
the RUNDOWN INTRODUCTION CHALLENGES Inaccurate Info Not User Friendly SOLUTION Itll Make Your Head Spin IMPLEMENTATION Content Coordination Implementation Specialists BENEFITS Empowered Employees WHY COMPASS? The numbers + people = VALUE
ABOUT 1ST USCU 2012 marked 1st United Services Credit Unions 80th Anniversary as a financial cooperative. 1st USCU also carries the distinction of being one of the very first credit unions to form in the Golden State of California. With assets reaching over $800 million, 1st USCU serves the Bay Area community to include a little over 50,000 current members. 1st USCU has a strong focus on giving back to their community and this focus remains at the forefront of their mission. They regularly provide financial education to: Local schools Employer groups Members In an effort to instill this mission 1st USCU has launched several innovative products and services over the years to help members plan and save for the future. Their goals are to provide a lifetime of simpler, faster, friendlier financial services for their members. Ranisha Babbar Training Specialist 1st United Services Credit Union Matt Vardaman Implementation Specialist SilverCloud, Inc.
THE CHALLENGE Keeping information up to date and easily accessible. Housing all documentation on policies, procedures, products in one place and making it easily searchable.
CHALLENGE THE OLD METHODS Not reliable Info was rarely up to date Not user-friendly and took too long to update Still calling/emailing departments to get questions answered and find the most recent version of a document Version 1.?.?
CHALLENGE NEEDED A way to save time Stop tying up essential employees to answer and correct information A simple system that made it easy to upload and edit content A system people would adopt A way to do it cost effectively
THE SOLUTION Navigating our path to success.
SOLUTION COMPASSTM employee self-service Powered by 13,463 instant, accurate answers delivered since February 2013 Looking for information is a breeze! Documents, forms, training, policies, procedures, videos all in 1 place! Huge Business Value for our organization
IMPLEMENTATION Building our database and getting everyone excited!
IMPLEMENTATION Steps to BUILDING OUR KNOWLEDGEBASE 1 SilverClouds Implementation Specialists Held kick-off meeting to get organized and create a plan of attack Scrubbed and cleaned out content Uploaded into knowledgebase for 1st USCU 2 Coordination with department leads Help update content Provide related commonly asked Qs with answers to build the knowledgebase (uploaded by implementation specialists) 3 In-person training of the administrative portal
BENEFITS
THE BENEFITS Instant resolution means more efficient employees for 1st USCU and vastly improved member service.
BENEFITS A ONE STOP SHOP Quicker resolution and improved member service with instant access to: Policies Procedures Forms Recorded training videos Answers to commonly asked member questions Central location No more wasted time searching the intranet and website No more informal learning by asking a colleague
BENEFITS THE ONE PLACE EMPLOYEES GO TO ASK QUESTIONS Simple & easy It was very intuitive to use - like sending an email Fully integrated question bar on intranet Answers easily found using natural language Dynamic content (links to websites, intranet pages, documents, videos and recorded trainings) Always accurate & consistent Content updated by subject matter experts Unanswered Qs teed up for a team of 3 representing several departments to respond together Knowledgebase growth overtime Staff encouraged to use Compass as 1st resource empowering employees with instant information!
WHY COMPASS Delivering serious ROI & Employee Analytics
WHY COMPASS? USED BY FIS THROUGHOUT THE NATION 99.8% INSTANT answer rate $161k INSTANT savings 13,463 INSTANTLY answered questions
Top 5 Top 5 documents viewed Q&As viewed 1. ATM Balancing worksheet email template 2. ATM Balancing Deposit Adjustment Request 3. Monthly Cash Count Form 4. Spark Instant Messenger 5. Captured Card log 1. Did you knowRecorded Trainings 2. Due dates/grace periods/late fees 3. How do you unblock a debit/credit card 4. What is the 1st USCU routing number? 5. What numbers should I use for direct deposit or electronic withdrawals from my checking account?
WHY COMPASS? THE NEW STATUS QUO Created a great working environment for employees Its what you do with the data that counts Better insight on questions employees have directed our training opportunities around those issues to ensure better compliance and consistency of information at 1st USCU The member is getting all the correct answers and ultimately benefiting from the best experience at 1st USCU
THANK YOU QUESTIONS? Several Q&As that came from the webinar presentation: Cheryl: What happens in the situation that we chose to discontinue service? All that data becomes unavailable to us? SilverCloud: Great question - we can export the questions and documents for you in the case that you decide to discontinue service. We backup all of our systems every night and the backups are held for 365 days. Asi: Are there any down sides you encountered? Ranisha @ 1st USCU: I have to think about that oneActually I dont think that there were any downsides to the solution. We got better using the system over time, but it didnt take much time because it was so user-friendly. Our staff caught on quickly.
THANK YOU QUESTIONS? More Q&As that came from the webinar presentation: Deborah: Thank you, we are migrating to Breeze here at AAFCU. Can I manage questions by public versus private (employee versus avail to members)? SilverCloud: We have an employee facing solution called Compass and two additional member/customer facing solutions which would be open to them to ask questions and submit issues, etc. For security and best practices reasons we don't have one place where both sets of content live. We wouldn't want any institution to accidentally publish confidential or sensitive information to the public. Jillian: Can this be embedded into SharePoint? Also, can review dates be set on the content in the database with reminders to the content authors? SilverCloud: Hi Jillian, We can definitely embed into Sharepoint, and have done so with many clients! We can set review dates for content and any content editors can receive the messages reminding them that content needs to be reviewed. Also, there is a report to show all content and show when that particular item was last updated.
THANK YOU QUESTIONS? More Q&As that came from the webinar presentation: Griff: Does the system automatically prioritize the list of potential answers over time so that the best response to a particular question rises to the top? SilverCloud: Absolutely, the system looks through a vast number of criteria to match a particular question with a set of answers. The system will learn over time. Additionally we have a few other features we like to call top content widgets that will populate on the page the top content that is asked most frequently and can be siloed by the category of the page the consumer is currently visiting.
THANK YOU next steps? Pick a date and time for a private demo for you and your team! Learn how SilverClouds unique employee facing self-service solution offerings can impact your organization! Amber Robinson Director of Marketing arobinson@silvercloudinc.com 1-800-654-0510 ext. 51

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Revolutionizing the Employee with 1st United Services Credit Union

  • 2. the RUNDOWN INTRODUCTION CHALLENGES Inaccurate Info Not User Friendly SOLUTION Itll Make Your Head Spin IMPLEMENTATION Content Coordination Implementation Specialists BENEFITS Empowered Employees WHY COMPASS? The numbers + people = VALUE
  • 3. ABOUT 1ST USCU 2012 marked 1st United Services Credit Unions 80th Anniversary as a financial cooperative. 1st USCU also carries the distinction of being one of the very first credit unions to form in the Golden State of California. With assets reaching over $800 million, 1st USCU serves the Bay Area community to include a little over 50,000 current members. 1st USCU has a strong focus on giving back to their community and this focus remains at the forefront of their mission. They regularly provide financial education to: Local schools Employer groups Members In an effort to instill this mission 1st USCU has launched several innovative products and services over the years to help members plan and save for the future. Their goals are to provide a lifetime of simpler, faster, friendlier financial services for their members. Ranisha Babbar Training Specialist 1st United Services Credit Union Matt Vardaman Implementation Specialist SilverCloud, Inc.
  • 4. THE CHALLENGE Keeping information up to date and easily accessible. Housing all documentation on policies, procedures, products in one place and making it easily searchable.
  • 5. CHALLENGE THE OLD METHODS Not reliable Info was rarely up to date Not user-friendly and took too long to update Still calling/emailing departments to get questions answered and find the most recent version of a document Version 1.?.?
  • 6. CHALLENGE NEEDED A way to save time Stop tying up essential employees to answer and correct information A simple system that made it easy to upload and edit content A system people would adopt A way to do it cost effectively
  • 7. THE SOLUTION Navigating our path to success.
  • 8. SOLUTION COMPASSTM employee self-service Powered by 13,463 instant, accurate answers delivered since February 2013 Looking for information is a breeze! Documents, forms, training, policies, procedures, videos all in 1 place! Huge Business Value for our organization
  • 9. IMPLEMENTATION Building our database and getting everyone excited!
  • 10. IMPLEMENTATION Steps to BUILDING OUR KNOWLEDGEBASE 1 SilverClouds Implementation Specialists Held kick-off meeting to get organized and create a plan of attack Scrubbed and cleaned out content Uploaded into knowledgebase for 1st USCU 2 Coordination with department leads Help update content Provide related commonly asked Qs with answers to build the knowledgebase (uploaded by implementation specialists) 3 In-person training of the administrative portal
  • 12. THE BENEFITS Instant resolution means more efficient employees for 1st USCU and vastly improved member service.
  • 13. BENEFITS A ONE STOP SHOP Quicker resolution and improved member service with instant access to: Policies Procedures Forms Recorded training videos Answers to commonly asked member questions Central location No more wasted time searching the intranet and website No more informal learning by asking a colleague
  • 14. BENEFITS THE ONE PLACE EMPLOYEES GO TO ASK QUESTIONS Simple & easy It was very intuitive to use - like sending an email Fully integrated question bar on intranet Answers easily found using natural language Dynamic content (links to websites, intranet pages, documents, videos and recorded trainings) Always accurate & consistent Content updated by subject matter experts Unanswered Qs teed up for a team of 3 representing several departments to respond together Knowledgebase growth overtime Staff encouraged to use Compass as 1st resource empowering employees with instant information!
  • 15. WHY COMPASS Delivering serious ROI & Employee Analytics
  • 16. WHY COMPASS? USED BY FIS THROUGHOUT THE NATION 99.8% INSTANT answer rate $161k INSTANT savings 13,463 INSTANTLY answered questions
  • 17. Top 5 Top 5 documents viewed Q&As viewed 1. ATM Balancing worksheet email template 2. ATM Balancing Deposit Adjustment Request 3. Monthly Cash Count Form 4. Spark Instant Messenger 5. Captured Card log 1. Did you knowRecorded Trainings 2. Due dates/grace periods/late fees 3. How do you unblock a debit/credit card 4. What is the 1st USCU routing number? 5. What numbers should I use for direct deposit or electronic withdrawals from my checking account?
  • 18. WHY COMPASS? THE NEW STATUS QUO Created a great working environment for employees Its what you do with the data that counts Better insight on questions employees have directed our training opportunities around those issues to ensure better compliance and consistency of information at 1st USCU The member is getting all the correct answers and ultimately benefiting from the best experience at 1st USCU
  • 19. THANK YOU QUESTIONS? Several Q&As that came from the webinar presentation: Cheryl: What happens in the situation that we chose to discontinue service? All that data becomes unavailable to us? SilverCloud: Great question - we can export the questions and documents for you in the case that you decide to discontinue service. We backup all of our systems every night and the backups are held for 365 days. Asi: Are there any down sides you encountered? Ranisha @ 1st USCU: I have to think about that oneActually I dont think that there were any downsides to the solution. We got better using the system over time, but it didnt take much time because it was so user-friendly. Our staff caught on quickly.
  • 20. THANK YOU QUESTIONS? More Q&As that came from the webinar presentation: Deborah: Thank you, we are migrating to Breeze here at AAFCU. Can I manage questions by public versus private (employee versus avail to members)? SilverCloud: We have an employee facing solution called Compass and two additional member/customer facing solutions which would be open to them to ask questions and submit issues, etc. For security and best practices reasons we don't have one place where both sets of content live. We wouldn't want any institution to accidentally publish confidential or sensitive information to the public. Jillian: Can this be embedded into SharePoint? Also, can review dates be set on the content in the database with reminders to the content authors? SilverCloud: Hi Jillian, We can definitely embed into Sharepoint, and have done so with many clients! We can set review dates for content and any content editors can receive the messages reminding them that content needs to be reviewed. Also, there is a report to show all content and show when that particular item was last updated.
  • 21. THANK YOU QUESTIONS? More Q&As that came from the webinar presentation: Griff: Does the system automatically prioritize the list of potential answers over time so that the best response to a particular question rises to the top? SilverCloud: Absolutely, the system looks through a vast number of criteria to match a particular question with a set of answers. The system will learn over time. Additionally we have a few other features we like to call top content widgets that will populate on the page the top content that is asked most frequently and can be siloed by the category of the page the consumer is currently visiting.
  • 22. THANK YOU next steps? Pick a date and time for a private demo for you and your team! Learn how SilverClouds unique employee facing self-service solution offerings can impact your organization! Amber Robinson Director of Marketing arobinson@silvercloudinc.com 1-800-654-0510 ext. 51