Case Study: iTHINK Financial achieves centralized knowledge and improved member self-service with Engageware

iTHINK Financial The Repository Advantage: Centralized Knowledge Driving Eciency and Innovation

iTHINK Financial, a Delray Beach–based credit union serving over 107,000 members and managing $2.1B in assets, faced fragmented information across channels, low scheduled-appointment rates (only 9% scheduled vs. walk-ins), and the need for consistent content as it prepared to roll out AI-driven member services. The organization launched a knowledge-management initiative to improve member self-service, employee support, appointment scheduling and kiosk experiences while creating a single source of truth to support future AI integrations.

Partnering with Engageware, iTHINK deployed an end-to-end engagement platform—centralized knowledge management (2018), employee support (2019), appointment scheduling (2020), kiosks (2022) and an AI virtual assistant (2024)—that unified content across channels. The result: personalized, 24/7 omnichannel service, reduced call volumes and higher self-service adoption, better-staffed and more productive in‑branch appointments, and more consistent, efficient member and employee experiences.

iThink Financial

Stephen Johnson

AVP Administration & Marketing