silvercloud peer review featuring denali alaskan federal credit union
TRANSCRIPT
Presented by:
Judie Miller
VP, Call Center Operations and eServices
Shannon Butler
In-house SilverCloud Expert
• 20 Branch Offices, 3 Financial Centers and an
Operations Center
• Assets - $570 Million
• Members – 60,000
• Core System – Ultra Data
Denali Alaskan Federal Credit Union
Anchorage, Alaska
Denali Alaskan’s use of SilverCloud
Internal Knowledgebase
External Knowledgebase
• Internal knowledgebase live date January, 2009
• Converted to Compass product Sept 2014
• 2,500+ items of content
• 24,000 views since Sept 2014
Internal Knowledgebase
• Compass, a “customizable knowledge based data system”
• Improved accuracy and consistency of information across the organization
• Improved employee efficiency and productivity
• Improved member service
• Reduce research time spent on product information, policies and procedures
The Benefits of Compass
• Categories
• infoCenter Response Team
• 2-Hour Response Time
• Subject Matter Expert
Internal KB Structure
• Search fields for
all categories
• Search-limited
buttons for
selected
categories
infoCenter landing page
Admin Side of Question • When a question is submitted, the responder will
receive a notification email
Case Details
vBook to infoCenter Conversion
Conversion Process • Mark Burgess managed the conversion
• Denali team reviewed and updated all content
• Moved 2500 content items from vBooks and
internal knowledgebase over to Compass
• 40 Categories in Compass
• Added keywords to every content item
• Added links, templates, and documents
Creating Structure in a fluid system
Compass Go-Live
• On the go-live day, Mark worked with the Denali IT
team to ensure a smooth transition
• Immediate end user response was enthusiastic o Like the look
o Like the ease of search
o “I can actually FIND THINGS!”
o One email that simply said “Praise Jesus!”
• Limited time to bring staff up to speed with
Compass
Results after 5 months
• 24,000 Instantly Answered searches
• 99.64% Auto Answered rate
• 1:42 minute average response time
Top Content • Top content items have been accessed hundreds
of times by front line staff to assist our members
External Knowledgebase
• External knowledgebase live date August, 2009
• Fetch the Fox
• 900+ items of content
• 37,000 views since June 2013
• The Fetch Category
• 2-Hour Response Time
• 1 Business Day Response Time
External KB Structure
Savings Internal Knowledgebase (Compass)
(since September 2014)
• Total views – 24,000
• Auto answer– 99.64%
• Savings - $78,000
• Staff time savings– 45
hours per week
average
External Knowledgebase (Breeze) (since June 2013)
• Total views – 37,000
• Auto answer – 98.26%
• Savings - $121,000
• Staff time savings– 26
hours per week
average
• New Hire Orientation (first day on the job)
New Hires
Judie Miller VP, Call Center & eServices [email protected] 907-257-7275
Shannon Butler In-house SilverCloud Expert [email protected] 907-257-7212
Amber Robinson Director of Marketing [email protected] 603-766-4651
Questions