Case Study: Mid-Atlantic Federal Credit Union launches a complete knowledge ops solution in 12 weeks with ScreenSteps

Mid-Atlantic Federal Credit Union launches 700 digital guides in 12 weeks with ScreenSteps

Mid-Atlantic Federal Credit Union (MAFCU) faced a challenge with tribal knowledge as its operational documentation was stored on a difficult-to-manage intranet. This led to frequent escalations and a frustrating experience for both employees and members. With limited internal resources and bandwidth, MAFCU partnered with vendor ScreenSteps to create a centralized knowledge hub to improve training and performance support.

ScreenSteps implemented its Accelerated Implementation Package, which included a workshop, content creation, and training. The ScreenSteps team imported and optimized existing documentation and created new digital guides by interviewing subject matter experts. As a result, MAFCU launched a complete knowledge ops solution with over 700 guides in just 12 weeks, leading to a better member experience as employees could now find answers immediately without placing members on hold.

Mid-Atlantic Federal Credit Union