1st United Services Credit Union has taken some very innovative strides towards improving their internal operations. They have developed a great method to streamline operations, boost employee knowledge on products and services, enhanced compliance and accuracy of information ultimately benefiting their members in the end. This was all done while saving the Credit Union thousands of dollars in less than 1 year - delivering immediate ROI. Check out the deck to learn more about how they are revolutionizing their employees and be sure to follow up with a member of the SilverCloud team for a quick ROI estimate and learn what Compass can do for your organization.

2. the RUNDOWN
INTRODUCTION
CHALLENGES
Inaccurate Info
Not User Friendly
SOLUTION
It’ll Make Your Head Spin
IMPLEMENTATION
Content Coordination
Implementation Specialists
BENEFITS
Empowered Employees
WHY COMPASS?
The numbers + people = VALUE

3. ABOUT 1ST USCU
2012 marked 1st United Services Credit
Union’s 80th Anniversary as a financial
cooperative. 1st USCU also carries the
distinction of being one of the very first
credit unions to form in the Golden State
of California.
With assets reaching over $800 million,
1st USCU serves the Bay Area community
to include a little over 50,000 current
members.
1st USCU has a strong focus on giving
back to their community and this focus
remains at the forefront of their mission.
They regularly provide financial education
to:
• Local schools
• Employer groups
• Members
In an effort to instill this mission 1st USCU
has launched several innovative products
and services over the years to help
members plan and save for the future.
Their goals are to provide a lifetime of
simpler, faster, friendlier financial services
for their members.
Ranisha Babbar
Training Specialist
1st United Services Credit Union
Matt Vardaman
Implementation Specialist
SilverCloud, Inc.

4. THE CHALLENGE
Keeping information up to date and easily
accessible. Housing all documentation on
policies, procedures, products in one place
and making it easily searchable.

5. CHALLENGE
THE OLD METHODS
•
•
•
•
Not reliable
Info was rarely up to date
Not user-friendly and took too long to update
Still calling/emailing departments to get questions
answered and find the most recent version of a
document
Version
1.?.?

6. CHALLENGE
NEEDED
•
•
•
•
•
A way to save time
Stop tying up essential employees to answer and correct information
A simple system that made it easy to upload and edit content
A system people would adopt
A way to do it cost effectively

7. THE SOLUTION
Navigating our path to success.

8. SOLUTION
COMPASSTM
employee self-service
Powered by
•
•
•
13,463 instant, accurate answers delivered since February 2013
Looking for information is a breeze!
Documents, forms, training, policies, procedures, videos all in 1 place!
–
Huge Business Value for our organization

9. IMPLEMENTATION
Building our database and getting everyone excited!

10. IMPLEMENTATION
Steps to BUILDING OUR KNOWLEDGEBASE
1
SilverCloud’s Implementation Specialists
• Held kick-off meeting to get organized and create a “plan of
attack”
• Scrubbed and cleaned out content
• Uploaded into knowledgebase for 1st USCU
2
Coordination with department leads
• Help update content
• Provide related commonly asked Q’s with answers to build the
knowledgebase (uploaded by implementation specialists)
3
In-person training of the administrative portal

11. BENEFITS

12. THE BENEFITS
Instant resolution means more efficient employees
for 1st USCU and vastly improved member service.

13. BENEFITS
A ONE STOP SHOP
Quicker resolution and improved member service with instant
access to:
• Policies
• Procedures
• Forms
• Recorded training videos
• Answers to commonly asked member questions
Central location
• No more wasted time searching the intranet and website
• No more informal learning by asking a colleague

14. BENEFITS
THE ONE PLACE EMPLOYEES GO TO ASK QUESTIONS
Simple & easy
• It was very intuitive to use - like sending an email
• Fully integrated question bar on intranet
• Answers easily found using natural language
• Dynamic content (links to websites, intranet pages, documents, videos
and recorded trainings)
Always accurate & consistent
• Content updated by subject matter experts
• Unanswered Q’s teed up for a team of 3 representing several
departments to respond together
• Knowledgebase growth overtime
• Staff encouraged to use Compass as 1st resource – empowering
employees with instant information!

15. WHY COMPASS
Delivering serious ROI & Employee Analytics

16. WHY COMPASS?
USED BY FI’S THROUGHOUT THE NATION
99.8%
INSTANT
answer
rate
$161k
INSTANT
savings
13,463
INSTANTLY
answered
questions

17. Top 5
Top 5
documents
viewed
Q&A’s viewed
1. ATM Balancing
worksheet
email template
2. ATM Balancing
Deposit
Adjustment
Request
3. Monthly Cash
Count Form
4. Spark Instant
Messenger
5. Captured Card
log
1. Did you
know…Recorded
Trainings
2. Due dates/grace
periods/late fees
3. How do you unblock a
debit/credit card
4. What is the 1st USCU
routing number?
5. What numbers should I
use for direct deposit or
electronic withdrawals
from my checking
account?

18. WHY COMPASS?
THE NEW STATUS QUO
•
•
Created a great working environment for employees
It’s what you do with the data that counts
–
•
Better insight on questions employees have directed our training opportunities around
those issues to ensure better compliance and consistency of information at 1st USCU
The member is getting all the correct answers and ultimately benefiting
from the best experience at 1st USCU

19. THANK YOU
QUESTIONS?
Several Q&A’s that came from the webinar presentation:
Cheryl: What happens in the situation that we chose to discontinue service? All that
data becomes unavailable to us?
SilverCloud: Great question - we can export the questions and documents for you in
the case that you decide to discontinue service. We backup all of our systems every
night and the backups are held for 365 days.
Asi: Are there any down sides you encountered?
Ranisha @ 1st USCU: I have to think about that one…Actually I don’t think that there
were any downsides to the solution. We got better using the system over time, but it
didn’t take much time because it was so user-friendly. Our staff caught on quickly.

20. THANK YOU
QUESTIONS?
More Q&A’s that came from the webinar presentation:
Deborah: Thank you, we are migrating to Breeze here at AAFCU. Can I manage
questions by public versus private (employee versus avail to members)?
SilverCloud: We have an employee facing solution called Compass and two additional
member/customer facing solutions which would be open to them to ask questions
and submit issues, etc. For security and best practices reasons we don't have one
place where both sets of content live. We wouldn't want any institution to accidentally
publish confidential or sensitive information to the public.
Jillian: Can this be embedded into SharePoint? Also, can review dates be set on the
content in the database with reminders to the content authors?
SilverCloud: Hi Jillian, We can definitely embed into Sharepoint, and have done so
with many clients! We can set review dates for content and any content editors can
receive the messages reminding them that content needs to be reviewed. Also, there
is a report to show all content and show when that particular item was last updated.

21. THANK YOU
QUESTIONS?
More Q&A’s that came from the webinar presentation:
Griff: Does the system automatically prioritize the list of potential answers over time so
that the best response to a particular question rises to the top?
SilverCloud: Absolutely, the system looks through a vast number of criteria to match a
particular question with a set of answers. The system will learn over time. Additionally
we have a few other features we like to call “top content widgets” that will populate on
the page the top content that is asked most frequently and can be siloed by the
category of the page the consumer is currently visiting.

22. THANK YOU
next steps?
Pick a date and time for a
private demo for you and your team!
Learn how SilverCloud’s unique employee facing self-service
solution offerings can impact your organization!
Amber Robinson
Director of Marketing
arobinson@silvercloudinc.com
1-800-654-0510 ext. 51