How did Desert Financial spark joy with agents by making content easier to create and use?

Learn how Desert Financial ensured that employees can confidently assist members with whatever they may need.

The Results

The use of Panviva drove several outcomes for Desert Financial, including:

• Consistency of content and information
• Faster deployment of system-wide processes
• Increased satisfaction for employees and members alike

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The Challenge

Aging knowledge management infrastructure.

Desert Financial faced the challenge of updating an out-of-date knowledge management infrastructure with multitudes of irrelevant information. With Panviva, content ownership and feedback capabilities make changes more timely and efficient. Now, Desert Financial has seen big improvements in customer experience, employee engagement, and day-to-day operations.

“Now that we’ve got this ownership and feedback process, we can really maintain this program. It’s taken on a whole different approach from what we did in the past.” – Jim Lavery, Vice President of Contact Centers and Credit Services

The Solution

Intuitive usage and content management.

Desert Financial took the time to be methodical about their approach rather than rolling Panviva out fast, rethinking the way the credit union was using information. There are now feedback processes in place to keep their previously cluttered information system cleaned up. Employees can flag necessary updates within the software for content authors, and the content itself is easy and intuitive.