Real-World Case Studies and Customer Success Stories with ScreenSteps

Cloudbeds, a global hospitality management software company, faced challenges with inefficient tools for creating and updating documentation. This led to confusion for both their internal team and cu...stomers. They implemented ScreenSteps' knowledge ops platform with rapid authoring tools. This solution allowed them to create findable, followable, and scannable documentation. As a result, they achieved a 95% customer satisfaction score.
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ScreenSteps Knowledge Ops Platform and Find & Follow helped High Plains Farm Credit train new hires in days. Before, training took months and delayed loan processing. Now, new hires use ScreenSteps t...o learn procedures on their own. Training bottlenecks are gone. Staff follow standard processes across offices. Trainers can focus on deeper coaching and employee growth.
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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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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 used ScreenSteps to help with a Fiserv DNA rollout. They created digital guides for employees. This improved employee confidence and customer experience. They successfull...y 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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The Peninsula Jewish Community Center (PJCC) faced challenges with outdated training methods during their Salesforce rollout. Employees were disengaged and not retaining information. Ryan, the Salesf...orce Support Specialist, used ScreenSteps and the Find & Follow Framework to create interactive, job-specific training. This approach increased engagement and led to a smoother rollout.
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Desert Rivers Credit Union needed to support new and experienced Loan Officers through complex processes. They created 11 unique loan execution workflows using the ScreenSteps Knowledge Ops Platform.... These workflows guide officers through each step, allowing them to work independently. As a result, new Loan Officers can confidently create and close loans after just a few weeks on the job, reducing the pressure on branch managers.
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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 helps them make and close loans co...nfidently.
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ScreenSteps helped Wichita Federal Credit Union give tellers instant access to answers. The rollout became a game, with badges, teams, and prizes. Tellers started using ScreenSteps live with members.... This reduced escalations and made service more consistent. Employees built new habits and relied less on tribal knowledge. Managers also encouraged staff to use the guides for answers.
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Desert Rivers Credit Union needed to support new and experienced Loan Officers through complex processes. They created 11 unique loan execution workflows using the ScreenSteps Knowledge Ops Platform.... These workflows guide officers through each step, allowing them to work independently. As a result, new Loan Officers can confidently create and close loans after just a few weeks on the job, reducing the pressure on branch managers.
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Mid-Atlantic Federal Credit Union (MAFCU) wanted to improve member experience by creating a centralized employee training and performance support program. They faced challenges due to limited resourc...es and bandwidth. MAFCU used the ScreenSteps Accelerated Implementation Package to launch a complete knowledge ops solution in 12 weeks. This included over 700 digital guides, allowing employees to access information quickly and improve member interactions.
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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.

connectFirst Credit Union faced a challenge with scattered and inconsistent documentation due to a merger with four other credit unions. They used the ScreenSteps knowledge ops platform to create a s...ingle source of truth and unified documentation. As a result, 1,200 employees accessed nearly 1 million articles in the first year, leading to a consistent member experience across all branches.
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ScreenSteps knowledge ops platform helped Advanced Technology Services centralize documentation for 2,900 employees. The company faced a challenge with a multimillion-dollar software rollout and lack...ed a single place for knowledge. ScreenSteps made it easy to update training materials and track usage. Employees found answers faster, and support tickets dropped. The knowledge base saw more use each month with little admin effort.
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ScreenSteps helped Adaptive Insights train 1,000 customers in live sessions and over 10,000 end users with self-paced training. The team struggled with Word for creating training content, which was s...low and inefficient. With ScreenSteps, they could easily collaborate, organize, and publish training materials as PDFs. After using ScreenSteps, 93% of customers felt prepared for their Adaptive Insights implementation. Diane, the senior content developer, praised the authoring and collaboration features.
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Baxter Healthcare needed to launch a new call center in Mexico within 120 days. They faced challenges like no product experience, outdated documentation, and the need to hire and train 30 new agents ...remotely. They used the Knowledge Ops platform and Find & Follow Training to overcome these challenges. As a result, they launched the center in 120 days, achieved over 90% service levels, and trained new hires in 2 weeks.
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A Fortune-500 medical device contact center faced challenges with complicated documentation, leading to mistakes in troubleshooting. They implemented interactive troubleshooting guides using ScreenSt...eps, allowing reps to follow step-by-step instructions while on calls. This solution provided a consistent troubleshooting experience and saved the company $2.3 million in reduced shipping costs.
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ScreenSteps helped the Royal College of General Practitioners train 200 employees on a new CRM system. RCGP used ScreenSteps to create a 'Foundations' course that staff completed before in-person tra...ining. This approach prepared employees and made classroom sessions more effective. The team tracked course completion and sent follow-up emails to ensure readiness. Employees adapted to the new system with less stress and better results.
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A company used ScreenSteps to train 250 employees on Salesforce. They used Find & Follow micro-training. The training answered 4,500 questions. This helped the lead trainer. The company designs, reta...ils, and installs architectural products.
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A company used ScreenSteps to train 250 employees on Salesforce. They moved from an old CRM to Salesforce. The Find & Follow program helped. It answered 4,500 questions. The training was virtual.

ScreenSteps helped BYU-Idaho move from Adobe InDesign to a knowledge ops platform. Before, only 3 student employees could create help docs. Now, all 37 staff members can make documentation. They crea...ted over 2,000 help articles. The new system is faster and easier to use. This improved the user experience for students, parents, faculty, and staff.
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ScreenSteps helped Washington SBCTC manage over 7,000 articles for faculty at 34 colleges. Before ScreenSteps, staff struggled to find information and updating training materials was slow. The team n...eeded a searchable, centralized place for documentation. With ScreenSteps, employees can now easily search for answers and use tutorials in live training. This improved organization and reduced delays in work.
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ScreenSteps helped Cushman & Wakefield fix scattered training materials. Employees had trouble finding information in SharePoint. ScreenSteps created a single place for all knowledge articles. Conten...t creation became faster. Employees found it easier to get the information they needed. More subject matter experts started adding to the knowledge base.
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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 knowledge ops platform and Find & Follow training helped a multimillion-dollar manufacturing company implement Salesforce after two failed CRM attempts. The company needed to standardize ...sales processes and fix inefficiencies. ScreenSteps provided interactive checklists and decision trees to guide sales reps. Training included real-life practice using digital guides. The result was 99% Salesforce adoption among sales reps before launch day, with faster training and less support needed.
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A company with 250 employees needed to transition from an old CRM system to Salesforce. They faced challenges with virtual training and employee apprehension. Using the ScreenSteps Find & Follow micr...o-training program, they successfully rolled out Salesforce. The knowledge ops platform answered 4,500 questions, reducing the burden on the lead trainer.
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A Fortune-500 contact center faced a challenge with their training strategy. New hires had to attend a 6-week onsite training, but it still took 12-18 months to reach proficiency. The company impleme...nted a remote Find & Follow Training program using the ScreenSteps knowledge ops platform. This new approach reduced the training budget by 85% and cut the time to proficiency to just 6 weeks.
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A full-service designer, retailer, and installer of architectural products needed to transition from a decade-old CRM system to Salesforce. The challenge was to train 250 virtual employees without di...srupting daily operations. They used the ScreenSteps Find & Follow micro-training program to facilitate the transition. The result was a successful Salesforce rollout, with 4,500 questions answered by the knowledge ops platform instead of the lead trainer.
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