Case Study: National Credit Union closes knowledge gaps with Bloomfire

National Credit Union cuts call volumes by 13% with Bloomfire

National Credit Union, a major credit union with over 800,000 members, faced challenges in streamlining content creation and improving information accessibility for its customer support teams. They needed to reduce search times and ensure the accuracy of information to maintain their service excellence. To address this, they turned to the vendor Bloomfire and implemented its enterprise-wide Knowledge Management System (KMS).

The solution from Bloomfire provided robust search capabilities and AI tools that expanded across the organization. This resulted in a 72% search conversion rate from 1.3 million total searches and reduced call volumes by 13%. The credit union also achieved annual time savings equivalent to $469,000 and saw a 77% increase in completed knowledge updates, greatly improving cross-departmental collaboration and employee confidence.