Case Study: United Heritage Credit Union achieves 10 months saved in manual training with Engageware

How Streamlined Knowledge Led United Heritage Credit Union to Save 10 Months in Manual Training Time

United Heritage Credit Union, based in Austin, Texas with about 10 branches and 250 employees, was struggling to keep pace with rapid growth because its intranet-based knowledge system was slow and unmanaged — searches averaged 13 seconds, content was hard to find or update, and there was no feedback or governance to keep information current, which made training and service delivery inefficient.

After vetting vendors, UHCU implemented Engageware as an enterprise “shared brain” that combined technology and content expertise. The intuitive platform required minimal end-user training, cut search time from 13 seconds to 1 second, supported 91,247 searches in eight months, saved roughly 304 work hours (about 12 weeks) over that period, and eliminated an estimated 10 months of manual training time while improving onboarding, governance, and member service consistency.

United Heritage Credit Union

Laurie Roth

Learning and Development Manager