Case Study: Arizona Financial Credit Union achieves 95% employee satisfaction with Engageware's Employee Knowledge Management

How Arizona Financial Credit Union’s employees get answers from their intranet and free up key go-to people

Arizona Financial Credit Union, a federally chartered $2.6 billion institution serving more than 143,000 members across multiple branch locations, was struggling during a core conversion with a cumbersome intranet. Employees couldn’t find consistent, accurate information quickly, which increased member hold times, lowered productivity, and generated frustration.

The credit union implemented Engageware’s Employee Knowledge Management, which integrated with their intranet/SharePoint while Engageware cleansed, formatted, and maintained content. The solution answers about 99% of employee questions instantly (roughly 18,000 queries per month), freed up subject-matter experts, and delivered measurable outcomes: 96% of staff report faster access to information, 98% consult the platform first, and overall employee satisfaction rose to 95%.

Arizona Federal Credit Union

Cathy Roelle

Vice President of Teleservices