Case Study: Institution for Savings achieves faster onboarding and streamlined internal efficiency with Engageware

Utilizing Employee Knowledge Management to Improve Training Procedures and Enhance Internal Efficiencies

Institution for Savings, a Newburyport, MA–based mutual bank with $4.2 billion in assets and 16 locations, needed a better way to train new hires and streamline internal operations. With critical information scattered across systems, employees spent excessive time searching for answers; management wanted a scalable, easy-to-update solution to improve efficiency, onboarding and procedural communication as the bank grew.

The bank implemented Engageware’s Employee Knowledge Management integrated with its intranet, which centralized content and delivered specific answers on demand. Within months the tool was handling 500–1,000 employee queries per day, answering roughly 99% of questions instantly, cutting back-office calls and emails, freeing subject-matter experts for strategic work, and speeding new-employee ramp-up while making content updates simple and timely.

Institution for Savings

Wes Barry

Vice President of Retail Banking