Case Study: UMassFive achieves 170% increase in knowledge management adoption and 75% of employees report performance gains with Engageware

UMassFive Boosts Knowledge Management Adoption by 170%, Driving 75% of Employees to Report Performance Gains

UMassFive College Federal Credit Union, a not‑for‑profit serving over 49,000 members with six branches and a full‑service contact center, faced fragmented knowledge management and elevated turnover that produced outdated content, longer member wait times, and staff frustration. Employee feedback made clear frontline teams needed a single, reliable source of information to restore operational efficiency and morale.

UMassFive partnered with Engageware to overhaul its knowledge management—securing leadership buy‑in, hiring a dedicated content editor, standardizing content, and driving adoption with training and communication. The centralized, regularly updated knowledge base cut search and call handling times, sped onboarding, and boosted staff confidence: system usage rose 170% and more than 75% of employees reported improved job performance.

UMassFive

Kristina Smith

AVP of Retail Administration