How Premier Credit Union Centralized Knowledge and Supported a High-Stakes Core Conversion with PAL

Organization Overview

Premier Credit Union is a financial services organization operating in a highly regulated, fast-moving environment where staff need quick access to accurate policies, procedures, training materials, and project documentation. Like many credit unions, Premier relies on cross-functional collaboration and consistent access to trusted information to support employees and serve members effectively.

To strengthen internal knowledge sharing, Premier launched PAL, its Bloomfire-powered knowledge hub. What began as an effort to solve documentation and search challenges has grown into a broader organizational resource that supports daily operations, onboarding, and major change initiatives.

The Challenge

As Premier’s knowledge needs grew, key information became scattered across multiple systems, highlighting the need to centralize access. Before Bloomfire, staff searched across multiple SharePoint sites, a network drive, and OneDrive, often supplementing those resources with knowledge from individual team members. That fragmentation made it difficult to quickly confirm the latest approved information.

This was problematic for high-stakes content like:

• Rate sheets
• Policies
• Procedures
• Operational documentation

In these areas, accuracy matters. Even when employees found an answer, determining whether it was the most up-to-date version was often inefficient and required additional time.

Premier initially hoped SharePoint could solve these issues, but as needs evolved, the team recognized it needed a purpose-built solution with stronger search, governance, and lifecycle support. Rather than continue forcing a tool to meet needs it was not built to solve cleanly, Premier embraced a more focused approach: using best-in-class systems that do specific jobs well and integrate effectively with the rest of their technology stack.

At the same time, Premier needed a knowledge management solution that could support both everyday information access and large-scale organizational change. That need became especially critical during the credit union’s 2025 core conversion—a major systems upgrade affecting digital banking, transactions, and account servicing—when teams had to learn new workflows and terminology while under pressure to maintain the member experience.

Simplify Knowledge Management

Bloomfire’s centralized, searchable knowledge helps teams find answers faster and stay aligned.

Learn how

The Solution

When evaluating knowledge management solutions, Premier focused on three core requirements: 

• Content lifecycle management
• Search and generative AI
• Integration ability

Bloomfire stood out because it aligned with all three priorities. Premier needed a system that could help ensure content stayed accurate and current, offer both keyword and conversational search experiences, and fit into a broader ecosystem of tools rather than operate in isolation.

With Bloomfire, Premier created PAL, a centralized, searchable knowledge hub that brought together policies, procedures, manuals, project materials, job aids, and training resources in one place. Instead of hunting through disconnected systems or asking around for answers, staff could go to PAL first.

“PAL quickly became an indispensable tool for our entire staff. It improved efficiency, reduced repeat questions, and empowered employees to find answers independently.”

The Impact

The impact was felt quickly. As Training Officer Miles Morgan explained, once Premier established a strong content foundation, the team saw strong adoption, with a meaningful shift in how employees found and shared information. Instead of fielding constant questions, he could direct employees to PAL and share the exact post they needed. Over time, he saw a dramatic decrease in the number of repeated requests. Even when questions did come in, employees were more likely to begin by saying, “I checked PAL and didn’t see…,” a sign that self-service behavior had taken hold.

PAL also proved especially valuable during Premier’s 2025 core conversion. Bloomfire served as a centralized hub for project documentation, communication, and training resources, including:

• Meeting minutes and project updates
• Subject matter expert assignments
• Timelines and FAQs
• Process documentation and walkthroughs
• Job aids

Because employees were absorbing so much change at once, they needed a dependable source that they could quickly reference. PAL gave them a single source of truth they could search when they needed answers.

That access helped Premier in practical ways throughout the conversion. When teams questioned why a workflow had been designed a certain way, they could return to meeting notes and documentation in PAL to validate prior decisions and move forward confidently instead of reopening settled conversations. In another example, when an unexpected online banking issue surfaced during the conversion process, the team quickly documented the new process, published it in PAL, and distributed it to staff via a link. Because the updated process could be documented and shared quickly, teams were able to respond consistently and with the right information.

Beyond major projects, PAL has also supported onboarding and daily execution. One especially well-received resource was a “day in the life” walkthrough that linked employees to related knowledge based on common frontline tasks. Resources like these helped staff better support members while reducing retraining and repeated back-and-forth.

Operationally, Premier has already reduced its SharePoint footprint by about 30%, with more consolidation still ahead. Ownership of PAL is also evolving. While IT initiated and implemented the platform, the tool has become valuable enough across the organization that long-term stewardship is shifting beyond IT alone.

Premier is also formalizing content standards through moderator review and developing a guide for PAL standards and expectations. In the meantime, the team encourages employees to flag outdated content, while authors review posts annually when reminders are issued.

Premier Continues to Utilize PAL to Centralize Knowledge

For Premier Credit Union, Bloomfire has become much more than a document repository. Through PAL, the organization has built a trusted, centralized knowledge resource that makes it easier for employees to find accurate information, work more independently, and stay aligned during both everyday operations and high-stakes transformation.

By bringing together information previously housed across multiple platforms, Premier has reduced friction, improved confidence in information, and created a more scalable foundation for knowledge sharing. During a complex core conversion, PAL helped the organization stay organized, informed, and responsive. And in day-to-day operations, it continues to reduce repeat questions, support onboarding, and empower staff with faster access to answers.

Start Building Your Knowledge Hub

Use Bloomfire to empower your teams with a single source of truth.

Get Started