Case Study: Fort Community Credit Union eliminates tribal knowledge with ScreenSteps

Fort Community Credit Union unifies 5 branches with ScreenSteps

Fort Community Credit Union faced a challenge where employees across its five branches relied heavily on tribal knowledge from experienced coworkers to answer questions and solve problems. This dependence made it difficult to build confidence and ensure consistency in member service. To address this, they turned to ScreenSteps for a solution.

ScreenSteps provided a platform to centralize the credit union's standard operating procedures into a single, searchable source of truth. They optimized these guides and used the ScreenSteps Sidekick browser extension to deliver answers directly within employee workflows. As a result, employees could self-serve for answers, eliminating cross-branch confusion and ensuring members receive consistent service no matter which branch they use.

Fort Community Credit Union