Banking Case Studies and Customer Success Stories with ScreenSteps
Fergus Federal Credit Union
- Banking
- Small
ScreenSteps helped Fergus Federal Credit Union make policies easy to find and use. Staff struggled with outdated, hard-to-find policies that... slowed compliance. With ScreenSteps, they created a single source of truth for policies and procedures. Employees now search and apply policies directly in their workflow. This improved independence, visibility, and compliance confidence. Staff now read and use policies on their own, reducing repeat questions and boosting engagement.
ScreenSteps helped Jeanne D'Arc Credit Union build the "JDCU Search Engine" for fast, trusted answers. Employees struggled to find information... in long PDFs and Word docs. With ScreenSteps, they imported 300 procedures and created guides with decision trees, expandable sections, and search optimization. Employees now work more confidently and independently. Managers get fewer escalations. Members receive consistent, expert-level service. Over 150 employees use ScreenSteps daily across branches and the contact center.
ScreenSteps helped Wichita Federal Credit Union improve teller performance. The rollout used gamification with badges, teams, and prizes. Tellers quickly... adopted ScreenSteps, using guides in real time with members. This reduced escalations and made service more consistent. Employees now rely on ScreenSteps for trusted answers during member interactions.
ScreenSteps helped Acclaim Federal Credit Union build a knowledge base in weeks. The credit union needed to train new hires... fast for a new branch opening. Using ScreenSteps, they created a searchable, optimized knowledge hub. New tellers now complete tasks in weeks, not three months. Member service is more consistent and leadership can focus on running the branch.
ScreenSteps helped Acclaim Federal Credit Union train new hires fast for a new branch opening. The team built a centralized... knowledge base in just weeks. New tellers learned procedures quickly and felt confident from day one. Onboarding time dropped from three months to a few weeks. Member service became more consistent and leadership gained peace of mind. ScreenSteps let the team focus on running the branch, not answering questions.
Fergus Federal Credit Union used ScreenSteps to make policies easy to find and use. Staff could search for answers and... follow step-by-step procedures. This reduced repeat questions and made compliance easier. Employees became more independent and engaged with policies. Compliance teams gained better visibility and could update policies faster. Policies and procedures now support daily work, not just audits.
ScreenSteps knowledge ops platform helped connectFirst Credit Union merge four credit unions. They unified scattered documentation into one source of... truth. Employees accessed nearly 1 million articles in the first year. This created a consistent member experience across 40+ branches. The platform supported 1,200 users and improved knowledge sharing. connectFirst standardized policies and procedures for 750+ employees.
Mid-Atlantic Federal Credit Union (MAFCU)
- Banking
- Small
ScreenSteps helped Mid-Atlantic Federal Credit Union launch a knowledge ops solution in just 12 weeks. MAFCU created over 700 digital... guides to support employee training and performance. The credit union faced limited resources and bandwidth before using ScreenSteps. Employees now find information quickly, improving member experience. The Accelerated Implementation Package enabled fast onboarding and ongoing support.
ScreenSteps helped Jeanne D'Arc Credit Union build the JDCU Search Engine. Employees struggled to find answers in long PDFs and... Word docs. With ScreenSteps, they created a searchable hub with 300+ guides. Staff now find trusted answers fast and work more confidently. Managers get fewer escalations. Members receive consistent, expert service. New hires learn faster using step-by-step guides.
ScreenSteps helped Wichita Federal Credit Union improve teller performance. The rollout used gamification with badges and team competitions. Tellers started... using ScreenSteps guides in real time with members. This reduced escalations and made service more consistent. Employees built habits of using trusted answers at their fingertips. Managers also encouraged staff to rely on the guides for daily operations.
Mid-Atlantic Federal Credit Union (MAFCU)
- Banking
- Small
Germantown, USA
ScreenSteps helped Mid-Atlantic Federal Credit Union launch a knowledge ops solution in just 12 weeks. MAFCU created over 700 digital... guides to support employee training and performance. The new platform replaced a hard-to-use intranet, making information easy to find. Employees now answer member questions faster, improving the member experience. ScreenSteps provided hands-on support and training throughout the project.
ScreenSteps helped connectFirst Credit Union merge four organizations by centralizing documentation. Employees accessed nearly 1 million articles in the first... year, with 1,200 users adopting the platform. The knowledge base replaced scattered tools like OneNote and SharePoint, making it easy to find policies and procedures. 97% of surveyed employees rated the platform's look and feel positively. ScreenSteps enabled consistent member service across 40+ branches and 750+ employees.
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.
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.
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.
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 confidently.
Financial Services Case Studies and Customer Success Stories with ScreenSteps
High Plains Farm Credit
- Financial Services
- Medium
Hays, USA
ScreenSteps helped High Plains Farm Credit cut new hire training from months to days. The company used the Knowledge Ops... Platform and Find & Follow Framework to guide new employees through loan procedures. New hires now work independently after just a few walkthroughs. Training bottlenecks are gone, and staff can focus on deeper coaching. Employees revisit guides anytime, improving knowledge retention and engagement.
High Plains Farm Credit
- Financial Services
- Medium
ScreenSteps Knowledge Ops Platform helped High Plains Farm Credit cut new hire training from months to days. The Find &... Follow Framework lets new staff follow step-by-step guides, reducing one-on-one training. Loan processing bottlenecks are gone, and trainers now focus on deeper coaching. Staff can find answers fast and give feedback to improve guides. Productivity and member satisfaction have increased across multiple offices.
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 easily find and follow. This helped them successfully launch Fiserv DNA to 200 employees, improving consistency, employee confidence, and customer experience.
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 easily find and follow. This helped them successfully launch Fiserv DNA to 200 employees, improving consistency, employee confidence, and customer experience.
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 successfully launched Fiserv DNA to 200 employees.
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 successfully launched Fiserv DNA to 200 employees.
Medical Devices Case Studies and Customer Success Stories with ScreenSteps
Fortune-500 medical device contact center
- Medical Devices
- Very Large
ScreenSteps helped a Fortune-500 medical device contact center save $2. 3 million by using interactive troubleshooting guides. The center faced...costly mistakes due to confusing documentation. With ScreenSteps, reps quickly found step-by-step guides during calls. This improved consistency and reduced unnecessary device returns. Agents became more confident and customers got faster help.
ScreenSteps helped Baxter Healthcare launch a new contact center in Mexico in just 120 days. The team used the Knowledge... Ops Platform and Find & Follow Training to train 30 new hires for a 24/7 operation. They achieved 90%+ service levels and kept call abandonment rates under 2%. New hires were trained in only two weeks. Baxter received positive feedback from customers about the improved help desk experience.
Fortune-500 medical device contact center
- Medical Devices
- Very Large
ScreenSteps helped a Fortune-500 medical device contact center save $2. 3 million by using interactive troubleshooting guides. Reps struggled with...confusing documentation and made costly mistakes. With ScreenSteps, they could quickly find step-by-step guides during calls. This led to fewer unnecessary device returns and more consistent support. Agents became more confident and customers were happier with faster resolutions.
ScreenSteps helped Baxter Healthcare launch a new contact center in Mexico in just 120 days. The team trained 30 new... agents remotely, using the ScreenSteps knowledge ops platform and Find & Follow Training. Training time dropped from 6 weeks to 2 weeks for new hires. The center achieved 90%+ service levels, a 98% quality score, and less than 2% call abandonment. Customers praised the improved support experience.
Royal College of General Practitioners (RCGP)
- Hospital & Health Care
- Very Large
ScreenSteps helped RCGP train 200 employees on a new CRM system. The team used ScreenSteps courses for pre-training and follow-up,... making in-person sessions more effective. Employees rated the training 8 out of 10 stars. The knowledge base and contextual help improved user adoption. RCGP now serves its members better and sees a strong return on its Salesforce investment.
Fortune-500 medical device contact center
- Hospital & Health Care
- Very Large
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 months. 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.
Royal College of General Practitioners (RCGP)
- Hospital & Health Care
- Medium
London, UK
ScreenSteps helped the Royal College of General Practitioners train 200 employees on a new Salesforce CRM. Staff faced challenges moving... from a 10-year-old system, with diverse teams and remote offices. ScreenSteps provided pre-training courses, live sessions, and follow-up self-paced learning. Employees rated the training 8 out of 10 stars. RCGP now delivers better service to its members and sees strong user adoption of the new system.
Fortune-500 medical device contact center
- Hospital & Health Care
- Very Large
ScreenSteps helped a Fortune-500 medical device contact center cut its training budget by 85%. The company switched from in-person to... remote training using the Find & Follow framework and a knowledge ops platform. New reps now reach proficiency in just 6 weeks, down from 12-18 months. The solution uses digital guides and a searchable knowledge base to support agents on calls. This change improved risk compliance and reduced training costs.
Education Case Studies and Customer Success Stories with ScreenSteps
Brigham Young University - Idaho (BYU-Idaho)
- Education
- Large
ScreenSteps helped BYU-Idaho create over 2,000 help articles for students, parents, faculty, and staff. Before, only 3 student employees could... make documentation using Adobe InDesign. Now, all 37 staff members can create content. Content creation is 4 times faster. Users can find answers easily with better search. The knowledge base is more robust and user-friendly.
Washington State Board of Community and Technical Colleges (SBCTC)
- Education
- Very Large
ScreenSteps helped Washington SBCTC manage over 7,000 articles for 34 colleges. Before, staff struggled to find training materials and wasted... time updating Word docs. With ScreenSteps, all content is in one place and easy to search. Trainers now use quick-reference guides in live sessions. Employees get answers fast, making training smoother and more organized.
Washington State Board of Community and Technical Colleges (SBCTC)
- Education
- Large
Olympia, USA
ScreenSteps helped Washington SBCTC manage over 7,000 support articles for 34 colleges. Before ScreenSteps, staff struggled to find training materials,... causing delays and confusion. The team used Word docs and SharePoint, making updates slow and search impossible. With ScreenSteps, all documentation is in one place and easy to search. Trainers now use quick-reference guides during live sessions, making answers available on demand.
Brigham Young University - Idaho (BYU-Idaho)
- Education
- Large
Rexburg, USA
ScreenSteps helped BYU-Idaho create over 2,000 help articles for students, faculty, and staff. Before, only 3 student employees could make... documentation using Adobe InDesign. Now, all 37 staff members can create content. Content creation is four times faster. Users can easily find answers online, reducing support calls. The knowledge base is used by thousands worldwide.
Hospitality Case Studies and Customer Success Stories with ScreenSteps
Cloudbeds
- Hospitality
- Large
ScreenSteps helped Cloudbeds improve customer satisfaction to 95%. Cloudbeds struggled with slow, disorganized documentation using Google Docs and Word Docs.... The ScreenSteps knowledge ops platform enabled rapid creation of digital guides with built-in screen capture and annotation tools. This made documentation easy to find and follow, reducing confusion for both staff and customers. The result was fewer support calls and a more efficient support team.
ScreenSteps helped Cloudbeds, a global hospitality management software company, improve its documentation process. Before ScreenSteps, Cloudbeds struggled with slow, disorganized... content creation, leading to customer confusion and more support calls. With ScreenSteps, the team created clear, visual guides quickly, making information easy to find and follow. This change led to a customer satisfaction score above 95%. Cloudbeds reduced support calls and empowered customers to solve problems on their own.
Peninsula Jewish Community Center (PJCC)
- Non Profit Organization Management
- Large
ScreenSteps and the Find & Follow Framework helped PJCC train over 200 employees for a Salesforce Lightning rollout. PJCC faced poor... engagement and retention with old training methods. Using ScreenSteps, they created job-specific, scenario-based training and documented all procedures. Employees had one place for up-to-date Salesforce instructions. The new approach led to higher engagement and a smoother rollout.
Peninsula Jewish Community Center (PJCC)
- Non Profit Organization Management
- Medium
Foster City, USA
ScreenSteps helped the Peninsula Jewish Community Center train over 200 employees for a new Salesforce CRM rollout. The previous training... approach failed to engage staff, leading to poor retention. Using ScreenSteps and the Find & Follow framework, PJCC created job-specific, scenario-based training. Employees accessed up-to-date procedures and received hands-on practice. The result was a smooth Salesforce launch with high employee confidence and engagement.
Advanced Technology Services (ATS)
- Mechanical Or Industrial Engineering
- Large
Peoria, USA
ScreenSteps helped Advanced Technology Services roll out new software to 2,900 employees. ATS needed a way to centralize documentation and... make updates easy. The ScreenSteps knowledge ops platform let them quickly update training materials and organize content. Employees used the knowledge base more and support tickets dropped. The platform required little admin effort and made software adoption smoother.
Advanced Technology Services
- Mechanical Or Industrial Engineering
- Large
ScreenSteps helped Advanced Technology Services centralize documentation for a multimillion-dollar software rollout. The knowledge ops platform made it easy to... update training materials and track employee engagement. Employees found answers faster, leading to fewer support emails and more knowledge base usage. The platform required minimal admin effort and enabled a quick rollout. ATS saw steady growth in usage each month.
Design Case Studies and Customer Success Stories with ScreenSteps
Anonymous
- Design
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, retails, and installs architectural products.
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.
Real Estate Case Studies and Customer Success Stories with ScreenSteps
Cushman & Wakefield
- Real Estate
- Very Large
Chicago, USA
ScreenSteps helped Cushman & Wakefield centralize training materials that were scattered across four SharePoint sites. Employees struggled to find the... right information, leading to frustration and wasted time. With ScreenSteps, content creation time was cut in half and subject matter experts could easily contribute. Employees now find answers faster using the improved search and navigation. The knowledge base is organized, growing, and supports a large workforce.
ScreenSteps helped Cushman & Wakefield centralize training materials from four SharePoint sites. Employees struggled to find information before. With ScreenSteps,... content creation time was cut in half. Employees now find answers faster and SMEs contribute more. The knowledge base is organized and easy to use.
B2B technical helpdesk for technology solutions and services
- Information Technology And Services
- Large
ScreenSteps helped a B2B technical helpdesk for technology solutions train new agents 87% faster. The company struggled with scattered documentation,... leading to 6-month training times and poor customer experience. By using the Knowledge Ops Platform, they reduced new agent training to two weeks. They also saw a 70% drop in average handle time and a 60% improvement in first call resolution. The platform made it easier for agents to find answers and improved overall call center performance.
B2B technical helpdesk for technology solutions and services
- Information Technology And Services
- Medium
London, UK
ScreenSteps helped a B2B technical helpdesk cut new agent training time from 6 months to just 2 weeks. The company used... the ScreenSteps knowledge ops platform to centralize guides and procedures. Agents found answers faster, leading to a 70% drop in average handle time and a 60% improvement in first call resolution. The helpdesk now supports over 400 customers and 10,000 sites with more than 850 organized articles. Feedback from agents drives ongoing updates to the knowledge base.
Manufacturing Case Studies and Customer Success Stories with ScreenSteps
Multimillion-dollar manufacturing company
- Manufacturing
- Large
ScreenSteps helped a large manufacturing company achieve 99% Salesforce adoption after two failed CRM rollouts. The company used the ScreenSteps... knowledge ops platform and Find & Follow training to standardize sales processes. Sales reps learned through interactive guides, real-life practice, and virtual courses. Training time was reduced by a full day, and ongoing live support was no longer needed. The company reached full productivity immediately after launch, saving time and money.
Multimillion-dollar manufacturing company
- Manufacturing
- Large
ScreenSteps knowledge ops platform helped a multimillion-dollar manufacturing company achieve 99% Salesforce adoption. The company faced two failed CRM rollouts... and inconsistent sales processes. ScreenSteps provided Find & Follow training and interactive guides. Sales reps learned quickly and used the knowledge base from day one. Training time dropped by a full day, and ongoing live support was not needed. The company reached full productivity before CRM launch day.
Legal Services Case Studies and Customer Success Stories with ScreenSteps
James Scott Farrin
- Legal Services
- Large
Durham, USA
ScreenSteps helped James Scott Farrin, a leading personal injury law firm, transform paralegal onboarding. Before, new hires needed over two... months to work independently. With a mock case training program built in ScreenSteps, paralegals now handle real cases confidently by week two. The program uses micro-courses, a CRM sandbox, and step-by-step digital guides. This approach reduced hand-holding and made training consistent and scalable.
Consumer Services Case Studies and Customer Success Stories with ScreenSteps
Customer Support BPO
- Consumer Services
- Large
ScreenSteps helped a customer support BPO cut new agent training time by 75%. The BPO used the ScreenSteps knowledge ops... platform and Find & Follow Training to reduce time-to-proficiency from 60 days to just 15 days. Agents now use interactive digital guides and real-life scenarios instead of memorizing procedures. Handle time, talk time, and hold time all improved. New agents feel confident handling any call within 15 days of hire.
Computer Software Case Studies and Customer Success Stories with ScreenSteps
Adaptive Insights
- Computer Software
- Medium
Palo Alto, USA
ScreenSteps helped Adaptive Insights train over 1,000 customers in live sessions and more than 9,000 customers and 1,500 partners with self-paced training. The team used... ScreenSteps to create separate instructor and student guides, making sessions more interactive. 93% of customers felt prepared for implementation after training. The switch from Word to ScreenSteps made content creation faster and easier. The implementation team saw smoother onboarding and reduced costs.
Utilities Case Studies and Customer Success Stories with ScreenSteps
California public utilities company
- Utilities
- Small
USA
ScreenSteps helped a California public utilities company cut escalations from 80% to 10%. The company used the Knowledge Ops Platform... and Find & Follow framework to replace tribal knowledge with guided SOPs. New hires began contributing in 3 weeks instead of 16. Employee retention jumped from 17% to 83%. The company now handles complex customer calls with less stress and higher satisfaction.
Other Industry Case Studies and Success Stories with ScreenSteps
Customer Support BPO
- Business Process Outsourcing (BPO)
- Medium
ScreenSteps helped a customer support BPO cut new agent training time by 75%. Before, agents needed 60 days to feel... confident on calls. With ScreenSteps and Find & Follow Training, agents now reach proficiency in just 15 days. Interactive digital guides replaced memorization. Key metrics like handle time and hold time improved. Agents now handle all call types early in their training.
Full-service designer, retailer, and installer of architectural products
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 disrupting 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.
Full-service designer, retailer, and installer of architectural products
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 micro-training program, they successfully rolled out Salesforce. The knowledge ops platform answered 4,500 questions, reducing the burden on the lead trainer.
