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avadian-credit-union-logo

Avadian CU Streamlines
Internal Knowledge

with Nconnect

As a fixture of the community since 1934, Avadian Credit Union’s mission statement to provide a “unique experience, so that others feel delight” is part of its DNA. Operational Support Specialists Shelby Samuell and Jace Malmquist understood that providing a delightful experience meant streamlining and systematizing the institution’s vast repository of documents (fact sheets, procedures, disaster recovery plans, departmental-specific content, etc.) in one centralized location that employees could easily access.

"Our internal knowledge base was truly just thousands of documents. We wanted smart keyword search and an inviting aesthetic for our employees – that’s what drew us to Nconnect."

Asset Size
$1.3 billion
Location
Birmingham, Alabama
Customer Since
2023
Website
https://www.avadiancu.com/

The Challenge

With thousands of documents, pages, and articles, Avadian CU has many resources to help employees, but some staff struggled to find the right resources to serve members and perform their jobs efficiently. Samuell and Malmquist wanted to build FAQs so employees could quickly find answers to frequently asked questions and better organize content with tags.

"We have a strong internal knowledge base, but employees found it difficult to navigate. Nconnect gives our employees quick access to the right resources."
Shelby Samuell and Jace Malmquist, Operational Support Specialists, Avadian CU

The Solution

Thanks to Malmquist and Samuell’s efforts to organize Avadian’s documents and build FAQs on the Nconnect platform, the credit union has successfully operationalized its knowledge base, increasing efficiency, saving money, and better serving its members.

With its global search function and permissions management, Nconnect gives each department access to the curated information it needs to solve problems – whether that’s answering a member’s question or staying up to date on the latest policies and procedures.

 

The Results

Quicker Response to Member Questions: "We had these long menus for employees to find the information they required, so the smart search capability on Nconnect was a major benefit in terms of efficiency." This has helped many areas, including the contact center. "Let’s say someone calls in because they need something notarized. With Nconnect, our representatives can easily find a notary at the branch closest to the member. Before, it was a struggle."

Stronger Security: "When human resources or any other department staff logs into the system, they can see all team-member-facing content as well as documents and resources relevant to them only. We’re taking advantage of Nconnect’s security group settings so that staff can securely and conveniently find everything they need in one place. Departments who used our Ntranet for just some things before now use it for almost everything."

Prevents Institutional Knowledge Loss: "Someone might get promoted or leave the company – when that happens, the next person comes in and has access to the content they need. We don’t have as many people saying, hey, I can’t find something, or I didn’t know these procedures even existed."

Fewer Emails: "Nconnect is a huge time saver. We built a known issues and resolutions area, so if we’re having an online banking outage, for example, we can put it into the system so employees know what’s going on. This reduces the number of emails we have to send and handle."

Easily Navigate Documents: "Migrating to Nconnect gave us a golden opportunity to clean up our data. We cut anything we didn’t need anymore, streamlining what we could."

Cost Savings: "We worked with our financial analyst to measure Nconnect’s cost savings. She helped us determine what it costs to create, edit, view, and delete articles, documents, FAQs, and pages so we can see our true ROI."

Quick overview

Primary Examiner: NCUA

Products: Nconnect

The Results:

  • Quicker Response to Member Questions
  • Stronger Security
  • Prevents Institutional Knowledge Loss
  • Fewer Emails
  • Easily Navigate Documents
  • Cost Savings

Call us to schedule a demo today

Enhance collaboration, streamline resource access, and facilitate content sharing through a secure, web-based internal communications and information management system. Create a data infrastructure that drives efficiencies across all departments and teams with Nconnect.

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