ScreenSteps: Product updates, Customer stories, and Insights | 2026 Cuspera

A B2B technical helpdesk faced challenges with scattered documentation, leading to 6-month training times and poor customer experience. They implemented a Knowledge Ops Platform to improve training a...nd knowledge transfer. As a result, new agent training time dropped to two weeks, with a 70% reduction in Average Handle Time (AHT) and a 60% improvement in First Call Resolution (FCR).
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ScreenSteps helped Jeanne D'Arc Credit Union build the "JDCU Search Engine" for staff. Before, employees struggled to find answers in long PDFs and Word docs. With ScreenSteps, staff now find trusted... answers fast. Employees work more confidently and independently. Managers get fewer escalations. Members receive more consistent, expert-level service.
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ScreenSteps helped a Fortune-500 medical device contact center cut training costs by 85%. The center used to fly new reps in for 6 weeks of onsite training, but time to proficiency still took 12-18 m...onths. With remote Find & Follow Training and the knowledge ops platform, new hires reached proficiency in just 6 weeks. The new system reduced supervisor support needs and improved consistency across the organization.
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Farm Credit of the Virginias used ScreenSteps to help employees with a Fiserv DNA rollout. They created digital guides for employees. This improved employee confidence and customer experience. They s...uccessfully launched Fiserv DNA to 200 employees.
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Farm Credit of the Virginias needed a better system to support employees during a Fiserv DNA rollout. They used the ScreenSteps Knowledge Ops Platform to create digital guides that employees could ea...sily find and follow. This helped them successfully launch Fiserv DNA to 200 employees, improving consistency, employee confidence, and customer experience.
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Desert Rivers Credit Union helps Loan Officers with guided workflows. They made 11 workflows for loan processes. New officers can work alone after a few weeks. This reduces pressure on managers.