Case Study: connectFirst achieves a single source of truth for employee knowledge with ScreenSteps

Credit Union Centralizes All of Their Documentation to Prepare for Growth

connectFirst Credit Union, one of Canada's largest credit unions, faced a significant challenge when merging four separate credit unions. Their documentation was scattered across multiple, inconsistent platforms like OneNote and SharePoint, making it difficult for employees to find reliable procedures. This created a barrier to delivering a consistent member service experience. They turned to the vendor ScreenSteps to implement its knowledge ops platform to create a single source of truth.

ScreenSteps provided a centralized knowledge hub and content coaching to help connectFirst consolidate and streamline its documentation. The solution was a major success, resulting in 1,200 employees accessing nearly one million articles in the first year. This high adoption rate created a unified experience across all branches, with surveys showing 97% of employees rated the platform's usability positively. ScreenSteps enabled connectFirst to empower its employees with immediate access to accurate information.

ConnectFirst

Alaska

Information Technology Support Specialist