Case Study: United Heritage Credit Union Reclaims 12 Weeks of Productivity with Engageware

United Heritage Credit Union cuts search time from 13 seconds to 1 second with Engageware

United Heritage Credit Union faced a significant productivity challenge as its 250 employees across 10 branches relied on an outdated intranet. Search functions averaged 13 seconds per query, critical procedures were locked in lengthy, non-searchable PDFs, and there was no method to ensure information was current. This fragmentation and inefficiency led the credit union to seek a solution from Engageware.

Engageware implemented its Employee Knowledge Management Platform, creating a single authoritative source of truth. This eliminated procedural ambiguity by providing separate, tailored content channels for branch and contact center staff. The results were substantial: search time dropped from 13 seconds to 1 second, reclaiming 304 hours of employee time and the equivalent of 12 weeks of productivity. Furthermore, Engageware's solution saved an estimated 10 months of training time by replacing fragmented documents with a centralized, reliable knowledgebase.

United Heritage Credit Union