ConnectFirst Credit Union Streamlines Processes for Growth

ConnectFirst Credit Union has made significant strides in streamlining its processes to support its growth. The credit union has implemented a new accounting system, replacing its old system with a more efficient and scalable one.

This new system has enabled ConnectFirst to automate many of its financial tasks, freeing up staff to focus on more strategic and high-value activities. As a result, the credit union has seen a significant reduction in processing time and errors.

With its new system in place, ConnectFirst has been able to provide better service to its members, allowing them to access their accounts and make transactions more easily. This improved service has contributed to the credit union's growth and increased member satisfaction.

ConnectFirst Credit Union offers a range of convenient services, including online banking and mobile banking, allowing members to manage their accounts from anywhere.

Their online banking platform provides 24/7 access to account information, bill pay, and fund transfers. Members can also take advantage of mobile deposit, which allows them to deposit checks remotely.

The credit union has partnered with various organizations to provide exclusive benefits to its members, including discounts on insurance and travel services.

ConnectFirst Credit Union implemented the ScreenSteps knowledge ops platform to create a consistent experience across all 40+ branches and 700+ employees.

In just one year, 1,200 users accessed nearly 1 million support articles, showing high employee adoption rates.

A survey of 102 employees six months post-implementation revealed a positive experience, with 97% rating the platform's look and feel positively.

The platform's searchability was also praised by 78% of employees, and 82% found access to the right information efficient.

The employees' favorite comment was that the platform was "miles ahead" of other platforms they've used in the past.

Servus and connectFirst credit unions merged on May 1, making it the largest merger in Canadian credit union history.

Together, they have over 3,000 employees and serve about 500,000 members across 140 branches in 80 Alberta communities.

The combined credit union, now known as Connect First and Servus Credit Union Ltd. (CFSCU), will continue to operate with pre-merger systems for now.

Most member-facing activities will continue to operate largely as they have.

Employment for all staff will be continuous and uninterrupted through the amalgamation.

This merger will enable the credit union to operate at the scale necessary to invest in new technologies and thrive for the long term.

The merged credit union will have a strong presence in Central Alberta, serving all 80 communities.

The credit union's cooperative values and ways of banking will be preserved, important to members, employees, and the communities they serve.

The merger will create one of the largest and strongest credit unions in the country.

Andrew Eberl, chair of the former connectFirst board of directors, said the merger will bring enormous benefits to members, employees, and the communities they serve.

Ian Burns, CFSCU president and CEO, is excited to implement the changes that will bring benefits to their members, employees, and communities.

Perry Dooley, chair of Servus's former board of directors, said joining forces will create an even more impactful credit union focused on creating a brighter financial future for members, employees, and the entire province of Alberta.

Servus Credit Union has operated for over 80 years and has more than 100 branches in 61 communities in Alberta.

In just one year, 1,200 connectFirst users accessed nearly 1 million support articles.

A survey of 102 employees six months post-implementation showed a very positive experience, with 97% of employees rating the platform's look and feel positively.

The platform's searchability was also praised by 78% of employees, who found it efficient to access the right information.

Employees were very satisfied with the platform, with one IT Support Specialist commenting that it was 'miles ahead' of other platforms they've used in the past.

Working with the ScreenSteps team was a highlight of the project, according to the IT Support Specialist, who appreciated their willingness to implement ideas and help quickly.

The employees' positive experience with the platform was crucial in delivering a remarkable member experience, which was a key goal of the project.

Document Management is a crucial aspect of any organization, and connectFirst Credit Union is no exception. They had to harmonize documents scattered across four merging credit unions, which made it hard to find and edit documents.

Each division used different tools, such as OneNote, SharePoint, and Word docs. This made it difficult to access and update information across the organization.

With over 40 branches needing access to up-to-date information, connectFirst opted to search for a new documentation solution instead of relying on their existing tools.

Content and Coaching is a game-changer for organizations looking to streamline their knowledge ops.

ScreenSteps, a platform used by connectFirst Credit Union, offers ongoing content coaching to help businesses like theirs get the most out of their features.

This coaching allowed connectFirst to refine their policies and procedures, making them clear, concise, and easy for employees to follow.

A collaborative approach was key to creating a cohesive, accessible knowledge ops platform that provided employees across all branches with a reliable source of truth.

Editors at connectFirst only needed a couple of hours of training to get started with the ScreenSteps platform, and then another hour or two to hone their skills.

ConnectFirst Credit Union is one of the largest credit unions in Canada. They have a huge task on their hands, with scattered and inconsistent documentation from a credit union merger.

Their solution was to use the ScreenSteps knowledge ops platform, which provided a single source of truth and knowledge coaching to create unified documentation. This was a game-changer for the credit union.

In the first year, 1,200 users accessed nearly 1 million articles, creating a consistent member experience across all branches and employees. This level of access and consistency is impressive, to say the least.