OnPoint Community Credit Union
Case Study — Employee Knowledge Management
From manual processes to AI powered knowledge management
How a credit union evolved employee productivity
When employees spent more time searching for answers than helping members, the largest credit union in Oregon turned to Engageware Enhanced Search.
71
%
First result resolution by AI
100
%
Employee satisfaction
with AI responses
33
%
Less search
effort required
80
%
Of employees report saving time
Why this matters
When the branch walls became the bottleneck
For a credit union managing nearly $5 billion in assets across 11 branches and serving approximately 174,000 members, branch capacity is a hard constraint. When members needed complex financial services — loans, new deposit accounts, certificate reviews — they traditionally had one option: come in.
Walk-in volume placed constant pressure on branch staff. Member expectations were shifting toward remote access for high-value transactions. And retaining experienced staff required giving them the flexibility to serve members from anywhere. The credit union needed a way to extend service capacity beyond branch walls without adding proportional headcount.
What's inside
What you'll learn
- How to deploy AI-powered self-service across multiple countries simultaneously without sacrificing reliability
- The integration approach that unified 40+ customer engagement channels under a single platform
- How 90+ regional system integrations and 2,500+ localized content assets were delivered at deployment speed
- The results from the first-ever Engageware Customer Self-Service launch in Latin America
- What production-scale engagement looks like from day one — 90K conversations/month in a single market
Previously, employees had to dig through layers of content to find answers, since our search prioritized top-level procedure titles. With Engageware’s Gen AI, those buried details are now surfaced instantly, saving time and significantly improving service accuracy."
— Aimee Ten Eyck-Schaffer, Learning and Development Manager, OnPoint Community Credit Union
See what happens when employees can find answers at the speed of a question
This case study shows how AI-powered knowledge management transformed search, productivity, and service quality across 1,400+ employees.
Explore more
OnPoint Community
Credit Union
Discover how OnPoint Community Credit Union Evolved Employee Productivity with AI-Powered Knowledge Management.