INTRODUCTION

CHALLENGES Inaccurate Info

Not User Friendly

SOLUTION It’ll Make Your Head Spin

IMPLEMENTATION Content Coordination

Implementation Specialists

BENEFITS Empowered Employees

WHY COMPASS? The numbers + people = VALUE

the RUNDOWN

ABOUT 1ST USCU

2012 marked 1st United Services Credit

Union’s 80th

Anniversary as a financial

cooperative. 1st USCU also carries the

distinction of being one of the very first

credit unions to form in the Golden State

of California.

With assets reaching over $800 million,

1st USCU serves the Bay Area community

to include a little over 50,000 current

members.

1st USCU has a strong focus on giving

back to their community and this focus

remains at the forefront of their mission.

They regularly provide financial education

to:

• Local schools

• Employer groups

• Members

In an effort to instill this mission 1st USCU

has launched several innovative products

and services over the years to help

members plan and save for the future.

Their goals are to provide a lifetime of

simpler, faster, friendlier financial services

for their members.

Ranisha Babbar

Training Specialist

1st United Services Credit Union

Matt Vardaman

Implementation Specialist

SilverCloud, Inc.

THE CHALLENGE Keeping information up to date and easily

accessible. Housing all documentation on

policies, procedures, products in one place

and making it easily searchable.

CHALLENGE

THE OLD METHODS

• Not reliable

• Info was rarely up to date

• Not user-friendly and took too long to update

• Still calling/emailing departments to get questions

answered and find the most recent version of a

document

Version

1.?.?

CHALLENGE

NEEDED

• A way to save time

• Stop tying up essential employees to answer and correct information

• A simple system that made it easy to upload and edit content

• A system people would adopt

• A way to do it cost effectively

THE SOLUTION Navigating our path to success.

SOLUTION

• 13,463 instant, accurate answers delivered since February 2013

• Looking for information is a breeze!

• Documents, forms, training, policies, procedures, videos all in 1 place!

– Huge Business Value for our organization

COMPASSTM

employee self-service

Powered by

IMPLEMENTATION Building our database and getting everyone excited!

IMPLEMENTATION

Steps to BUILDING OUR KNOWLEDGEBASE

SilverCloud’s Implementation Specialists

• Held kick-off meeting to get organized and create a “plan of

attack”

• Scrubbed and cleaned out content

• Uploaded into knowledgebase for 1st USCU

Coordination with department leads

• Help update content

• Provide related commonly asked Q’s with answers to build the

knowledgebase (uploaded by implementation specialists)

In-person training of the administrative portal

1

2

3

BENEFITS

THE BENEFITS Instant resolution means more efficient employees

for 1st USCU and vastly improved member service.

BENEFITS

A ONE STOP SHOP

Quicker resolution and improved member service with instant

access to:

• Policies

• Procedures

• Forms

• Recorded training videos

• Answers to commonly asked member questions

Central location

• No more wasted time searching the intranet and website

• No more informal learning by asking a colleague

BENEFITS

THE ONE PLACE EMPLOYEES GO TO ASK QUESTIONS

Simple & easy

• It was very intuitive to use - like sending an email

• Fully integrated question bar on intranet

• Answers easily found using natural language

• Dynamic content (links to websites, intranet pages, documents, videos

and recorded trainings)

Always accurate & consistent

• Content updated by subject matter experts

• Unanswered Q’s teed up for a team of 3 representing several

departments to respond together

• Knowledgebase growth overtime

• Staff encouraged to use Compass as 1st resource – empowering

employees with instant information!

WHY COMPASS Delivering serious ROI & Employee Analytics

WHY COMPASS?

USED BY FI’S THROUGHOUT THE NATION

99.8% INSTANT

answer

rate

$161k INSTANT

savings

13,463INSTANTLY

answered

questions

Top 5 documents

viewed

1. ATM Balancing

worksheet

email template

2. ATM Balancing

Deposit

Adjustment

Request

3. Monthly Cash

Count Form

4. Spark Instant

Messenger

5. Captured Card

log

Top 5 Q&A’s viewed

1. Did you

know…Recorded

Trainings

2. Due dates/grace

periods/late fees

3. How do you unblock a

debit/credit card

4. What is the 1st USCU

routing number?

5. What numbers should I

use for direct deposit or

electronic withdrawals

from my checking

account?

THE NEW STATUS QUO

• Created a great working environment for employees

• It’s what you do with the data that counts

– Better insight on questions employees have directed our training opportunities around

those issues to ensure better compliance and consistency of information at 1st USCU

• The member is getting all the correct answers and ultimately benefiting

from the best experience at 1st USCU

WHY COMPASS?

QUESTIONS?

THANK YOU

Several Q&A’s that came from the webinar presentation:

Cheryl: What happens in the situation that we chose to discontinue service? All that

data becomes unavailable to us?

SilverCloud: Great question - we can export the questions and documents for you in

the case that you decide to discontinue service. We backup all of our systems every

night and the backups are held for 365 days.

Asi: Are there any down sides you encountered?

Ranisha @ 1st USCU: I have to think about that one…Actually I don’t think that there

were any downsides to the solution. We got better using the system over time, but it

didn’t take much time because it was so user-friendly. Our staff caught on quickly.

QUESTIONS?

THANK YOU

More Q&A’s that came from the webinar presentation:

Deborah: Thank you, we are migrating to Breeze here at AAFCU. Can I manage

questions by public versus private (employee versus avail to members)?

SilverCloud: We have an employee facing solution called Compass and two additional

member/customer facing solutions which would be open to them to ask questions

and submit issues, etc. For security and best practices reasons we don't have one

place where both sets of content live. We wouldn't want any institution to accidentally

publish confidential or sensitive information to the public.

Jillian: Can this be embedded into SharePoint? Also, can review dates be set on the

content in the database with reminders to the content authors?

SilverCloud: Hi Jillian, We can definitely embed into Sharepoint, and have done so

with many clients! We can set review dates for content and any content editors can

receive the messages reminding them that content needs to be reviewed. Also, there

is a report to show all content and show when that particular item was last updated.

QUESTIONS?

THANK YOU

More Q&A’s that came from the webinar presentation:

Griff: Does the system automatically prioritize the list of potential answers over time so

that the best response to a particular question rises to the top?

SilverCloud: Absolutely, the system looks through a vast number of criteria to match a

particular question with a set of answers. The system will learn over time. Additionally

we have a few other features we like to call “top content widgets” that will populate on

the page the top content that is asked most frequently and can be siloed by the

category of the page the consumer is currently visiting.

next steps?

THANK YOU

Pick a date and time for a

private demo for you and your team!

Learn how SilverCloud’s unique employee facing self-service

solution offerings can impact your organization!

Amber Robinson

Director of Marketing

arobinson@silvercloudinc.com

1-800-654-0510 ext. 51