How a National Credit Union Built Out Knowledge Gaps With Bloomfire

A federally chartered and insured major credit union serves over 800,000 members and has assets exceeding $10.5 billion. Operating across 70 locations throughout the US, it is one of the nation’s largest credit unions. 

Guided by core values, its mission is to enhance members’ lives through impactful financial solutions and a commitment to lifelong service excellence. Bloomfire helped make their core values come to life.

Key Takeaways

• Reported 1.3 million total searches with a 72% search conversion rate from Bloomfire’s search capabilities.
• Enhanced cross-departmental collaboration and reduced redundant knowledge creation.
• Reduced call volumes by 13% due to more effective self-service search capabilities.
• Achieved annual time savings equivalent to $469,000 in improved efficiency.
• Improved employee confidence and consistency in delivering accurate member support.

The Challenge

This Credit Union faced significant challenges in enhancing the authoring experience, which was crucial for maintaining its commitment to service excellence. They needed to streamline content creation, improve information accessibility, and ensure timely updates and accuracy in customer support interactions.

There was also a pressing need to reduce search times and direct users more effectively to external resources or appropriate escalation pathways.

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The Solution

The Credit Union implemented Bloomfire as an enterprise-wide Knowledge Management System (KMS) to address these challenges. While the primary use case was initially for Customer Support, the platform’s usage expanded across the entire organization over the past few years. Different teams now leverage Bloomfire’s robust search capabilities and AI tools to enhance content curation, boost visibility, and create impactful content, significantly improving knowledge-sharing and decision-making processes.

The Impact

This credit union saw drastic changes in their workflow, improving the customer and employee experience across the board.

Robust Search Capabilities

Advanced search and AI tools significantly reduced the time needed for customer support teams to access critical information, leading to decreased call volumes and abandonment rates. The organization saw 1.3 million total searches with a 72% search conversion rate, reinforcing the benefit of Bloomfire’s search.

Content Creation and Curation

With Bloomfire, content teams gained modern, intuitive tools that made creating, editing, and publishing knowledge articles smoother and more impactful. The platform helped close internal knowledge gaps, ensuring all materials were both current and aligned with the credit union’s operational standards, ultimately seeing a 77% increase in completed knowledge management update requests. 

Cross-Departmental Usage

Initially adopted for customer support, Bloomfire’s reach expanded rapidly to departments such as marketing, operations, and compliance. This cross-enterprise integration fostered transparency, eliminated redundant efforts, and cultivated a culture where knowledge sharing and collaboration became the foundation for continuous improvement.

Transforming Knowledge Into Action

By adopting Bloomfire, this nationally recognized credit union successfully turned scattered information into a unified, accessible asset. Our AI-driven knowledge management tools not only improved efficiency but also empowered every employee to better serve their members.

Bloomfire continues to play a vital role in fostering innovation and operational excellence, helping the credit union uphold its mission of delivering exceptional member service through informed, connected teams.

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