A Case Study on Using a Knowledge-Based Solution

Recently at HAPO Community Credit Union we worked to put the power of technology even more to use for us. We started using Fuze Digital Solutions to more effectively measure and track data, most notably in a knowledge-based question-and-answer format available to staff, members and prospective members.

 
 

Recently at HAPO Community Credit Union we worked to put the power of technology even more to use for us. We started using Fuze Digital Solutions to more effectively measure and track data, most notably in a knowledge-based question-and-answer format available to staff, members and prospective members.

Our original goal with Fuze was to use the knowledge-based questions and answers as an in-house training tool by which staff could have instant access to procedures and policies. This worked. But we also put the software to work on our Website and found that our members and prospective members have used the knowledge items in much the same manner we had anticipated for our staff.

Integrated into our Website under Question and Answers are 300 knowledge-based questions. These all have answers, which are also linked to any Web-accessible file, such as spreadsheets, documents, print files and Web pages.

The goal has now been for all members to receive consistent, accurate answers to their questions. We began on the Website in January, 2003 and so far have had 50,000 questions asked and answered there. The benefit to our organization has come in the form of less employee time spent with answering e-mail and phone-in questions to our technology contact center. Resolution time is saved because employees have access to answers to issues previously resolved. In addition, we are provided with an internal control mechanism for monitoring our responses, but without having a manager spend his or her time monitoring. We are also provided with a rating to answers from our membership, which helps us determine where staff improvement or product development is needed.

Additionally, the system builds a database providing us with valuable information for marketing and future relationship development. We are able to capture and disseminate information about questions asked, information viewed, feedback provided and customer satisfaction. We are able to look at members in the aggregate and individually, allowing us to proactively refine our products and services and provide more personalized service based on need.

With growth comes the challenge of training. Fortunately, using knowledge management allows an employee instant access to questions on procedures and employee guidelines. Our hope has been that although an employee may not have all information, with the help of a knowledge-based question-and-answer system each is able to expand his or her knowledge and have benefit to procedure documents in an online Windows-based format. Procedure and product changes are automatically communicated to all relevant staff.
As a credit union, member education has always been a fundament principle. Using our Website to help consumers make informed financial decisions is an added benefit and has helped us with our mission.

The following are samples of items in our knowledge-base question-and-answer system.

 

 

 

Nov. 24, 2003


Comments

 
 
 
  • Enjoyed the article
    Anonymous
     
     
     
  • Interesting stuff. We have been thinking about doing something with a knowledge base and now my interest in doing so has been peeked!
    Anonymous