SilverCloud Peer Review Featuring Denali Alaskan Federal Credit Union
1 like607 views
Denali Alaskan Federal Credit Union has implemented internal and external knowledgebases using SilverCloud's Compass and Breeze products. The internal knowledgebase called Compass has over 2,500 items of content and 24,000 views since 2014. It has improved employee efficiency, productivity, and member service while reducing research time. The external knowledgebase called Breeze has over 900 items and 37,000 views since 2013. Both knowledgebases have high auto-answer rates and have saved the credit union over $200,000 in staff time.
SilverCloud Peer Review Featuring Denali Alaskan Federal Credit Union
- 1. Presented by: Judie Miller VP, Call Center Operations and eServices Shannon Butler In-house SilverCloud Expert
- 2. 20 Branch Offices, 3 Financial Centers and an Operations Center Assets - $570 Million Members 60,000 Core System Ultra Data Denali Alaskan Federal Credit Union Anchorage, Alaska
- 3. Denali Alaskans use of SilverCloud Internal Knowledgebase External Knowledgebase
- 4. Internal knowledgebase live date January, 2009 Converted to Compass product Sept 2014 2,500+ items of content 24,000 views since Sept 2014 Internal Knowledgebase
- 5. Compass, a customizable knowledge based data system Improved accuracy and consistency of information across the organization Improved employee efficiency and productivity Improved member service Reduce research time spent on product information, policies and procedures The Benefits of Compass
- 6. Categories infoCenter Response Team 2-Hour Response Time Subject Matter Expert Internal KB Structure
- 8. Search fields for all categories Search-limited buttons for selected categories infoCenter landing page
- 12. Admin Side of Question When a question is submitted, the responder will receive a notification email
- 13. Case Details
- 17. Conversion Process Mark Burgess managed the conversion Denali team reviewed and updated all content Moved 2500 content items from vBooks and internal knowledgebase over to Compass 40 Categories in Compass Added keywords to every content item Added links, templates, and documents
- 18. Creating Structure in a fluid system
- 19. Compass Go-Live On the go-live day, Mark worked with the Denali IT team to ensure a smooth transition Immediate end user response was enthusiastic o Like the look o Like the ease of search o I can actually FIND THINGS! o One email that simply said Praise Jesus! Limited time to bring staff up to speed with Compass
- 20. Results after 5 months 24,000 Instantly Answered searches 99.64% Auto Answered rate 1:42 minute average response time
- 21. Top Content Top content items have been accessed hundreds of times by front line staff to assist our members
- 22. External Knowledgebase External knowledgebase live date August, 2009 Fetch the Fox 900+ items of content 37,000 views since June 2013
- 23. The Fetch Category 2-Hour Response Time 1 Business Day Response Time External KB Structure
- 29. Savings Internal Knowledgebase (Compass) (since September 2014) Total views 24,000 Auto answer 99.64% Savings - $78,000 Staff time savings 45 hours per week average External Knowledgebase (Breeze) (since June 2013) Total views 37,000 Auto answer 98.26% Savings - $121,000 Staff time savings 26 hours per week average
- 30. New Hire Orientation (first day on the job) New Hires
- 31. Judie Miller VP, Call Center & eServices millerj@denalifcu.com 907-257-7275 Shannon Butler In-house SilverCloud Expert butlers@denalifcu.com 907-257-7212 Amber Robinson Director of Marketing arobinson@silvercloudinc.com 603-766-4651 Questions