How United Heritage Credit Union transformed employee experience with knowledge management
Engageware Team
3 min read
In a recent webinar, “Winning with Knowledge: How Financial Institutions are Transforming Employee Experience,” United Heritage Credit Union shared their remarkable journey in reimagining their knowledge management approach. The session featured Laurie Roth, Learning and Development Manager at United Heritage Credit Union, alongside Engageware’s Karli St. Ana and Matt Theodoros, who provided insights into the implementation.
You can watch the complete webinar below to get the full story, including live demonstrations and detailed Q&A.
Below, we’ve summarized the key highlights from the session.
About UHCU
United Heritage Credit Union, serving central and east Texas with 78,000 members and $1.6B in assets, implemented EngageWare’s knowledge management solution to transform their employee experience and improve operational efficiency. Here’s their story.
The Challenge: Outgrowing Legacy Knowledge Management
United Heritage faced several critical challenges with their existing knowledge management system:
Information was scattered across Word documents and PDFs on their company intranet
Employees struggled to quickly find accurate, up-to-date information
Updates were difficult to maintain consistently
There was no effective feedback loop for employee contributions
Search times were extremely slow, taking 12-13 seconds to return results
Strategic Implementation Approach
Innovative Content Management Model
United Heritage adopted a “centralized decentralized” model for content ownership. Instead of having a single team manage all policies and procedures, they trained content editors and owners within each department. This approach ensured that subject matter experts maintained their respective content areas while maintaining consistent standards.
Comprehensive Change Management
The credit union executed a well-planned change management strategy:
Created a “Smart Cookie Campaign” to generate excitement
Developed an intranet page with FAQs
Distributed promotional materials and stickers
Organized a cookie drop on implementation day
Provided manager huddle guides for team discussions
Launched a scavenger hunt with prizes to encourage system exploration
Content Transformation
Working with EngageWare’s content team, United Heritage:
Reviewed and updated approximately 2,500 pieces of content
Consolidated and optimized to around 500 essential items
Reorganized content for improved searchability
Implemented best practices for knowledge management
Measurable Results and Benefits
The implementation delivered significant improvements:
Search time reduced from 12-13 seconds to near-instantaneous results
Substantial ROI through employee self-service
Improved employee engagement scores
Enhanced feedback loop for continuous improvement
Better content accuracy and accessibility
Key Features of the New System
Engageware’s solution provided several crucial capabilities:
AI-enhanced search functionality for quick, accurate answers
Built-in feedback mechanisms for employee input
Automated content review reminders
Comprehensive reporting and analytics
Integration of generative AI while maintaining source attribution
Ongoing Maintenance
The system’s sustainability is ensured through:
Daily employee feedback and suggestions
Automated reminders for content reviews
Monthly knowledge base audits
Clear guidelines for content standards
Efficient triage system for updates and improvements
Implementation Timeline
While content gathering took several months due to organizational complexity, the actual implementation with EngageWare took approximately 2.5-3 months from content handover to launch. The intuitive nature of the system and strong support from the EngageWare team helped ensure a smooth transition.
This transformation showcases how financial institutions can leverage modern knowledge management solutions to enhance employee experience, improve operational efficiency, and ultimately deliver better service to their members.
