Case Study: Jefferson Financial Federal Credit Union achieves streamlined knowledge management and faster frontline service with Engageware's Employee Knowledge Management

Jefferson Financial FCU Solves Knowledge Management Challenge

Jefferson Financial Federal Credit Union, a community-focused credit union with 12 locations serving more than 50,000 members and 105 frontline staff, needed more than a document repository when their SharePoint setup proved cumbersome. Documents were hard to organize, version control was poor, and employees struggled to find up-to-date procedures, creating administrative overhead and inconsistent frontline service.

Jefferson replaced SharePoint with Engageware’s Employee Knowledge Management, launching “Ask Jeff” in 60 days and migrating 150 pieces of content with the help of a dedicated CSM. The solution added review automation, usage analytics, and ongoing support, enabling staff to self-serve, access current procedures quickly, reduce cross-department inquiries, and deliver faster, more confident member service.

Jefferson Financial Federal Credit Union

Julie Gort

Operations Trainer