Case Study: Sharonview Federal Credit Union achieves fewer exceptions and greater employee accountability with Engageware

How Sharonview FCU Reduced Exceptions & Increased Employee Accountability

Sharonview Federal Credit Union, a $1.7 billion member‑focused co‑op based in the Carolinas, faced chronic inefficiency from siloed policy, procedure, and product information—employees struggled to find answers quickly, leading to repeated questions, inconsistency, and frustration across departments.

Sharonview implemented Engageware’s “Ask Sharon!” as a centralized, searchable knowledge base, launched with essential forms and top FAQs, used liaisons, training, fun adoption campaigns, and a phased sunsetting of legacy sources. The new system automated accountability (including exception alerts to managers), encouraged feedback and continual updates, and freed subject‑matter experts for complex work. Results included roughly 1,000 daily answers via Engageware, widespread adoption of a single source of truth, fewer exception reports, and a stronger culture of ownership.

Sharonview Federal Credit Union

Rosalyn Hudson

AVP of Member Services