Webinar Replay: How Premier Credit Union Uses Bloomfire AI to Sharpen Member Service
Credit unions run on institutional knowledge. But well-documented policies and procedures do little when staff have to search several SharePoint sites, a network drive, and a few overworked teammates to find them. In this webinar, presented with CUInsight, Bloomfire CMO Dan Stradtman talks with Megan Tjernagel, CEO of Premier Credit Union, about what changed when Premier put its knowledge in one governed, AI-searchable place.
Premier built PAL, short for Premier Assistant Library, on Bloomfire ahead of a high-stakes core conversion in 2025. Megan shares how that foundation held up while employees learned new workflows, terminology, and processes all at once. She also explains how it cut repeat questions, changed everyday habits, and taught her leadership team that knowledge management is change management. You’ll leave with proof points from a credit union that’s been through it, plus a look at where AI fits into what comes next.
What You’ll Learn:
- Why Premier chose a dedicated knowledge layer instead of customizing SharePoint. Premier is a Microsoft environment and gave SharePoint a fair shot. But turning it into a knowledge base that stays current would have taken heavy customization to build and maintain. So Premier chose best-in-class tools that each do one job well, with built-in governance: clear content owners, scheduled review cycles, and an easy way to retire anything outdated.
- How PAL changed what employees do when they need an answer. AI-powered search draws on Premier’s own verified content, so employees now check PAL first. Premier’s training officer saw repeat questions drop significantly. When people did come to him, they often started with “I checked PAL and didn’t see…”
- How a knowledge base holds up under the pressure of a core conversion. PAL became the source of record for project updates, timelines, FAQs, job aids, and staff and member communications. Premier tailored its new core system manual to its own procedures and documented about 85% of the system’s frontline functionality. That let managers focus their coaching on the complex situations.
- How shared ownership keeps content trustworthy for AI. PAL started with IT, but teams across the credit union now add content, keep it current, and flag outdated posts without being asked. Premier has already retired about 30% of its SharePoint sites. As Megan puts it, AI is only as powerful as the knowledge behind it.
- Megan’s advice for credit union leaders. Start before you need it. Invest in the foundation. Be intentional about your tech stack. Lead by example. “When someone brings me a question, I’ll often say, ‘Let’s check PAL together.’ It’s a small moment, but culture follows what leaders do.”
Before the conversion starts. Megan says launching PAL mid-conversion would have been one more new thing to learn during the busiest stretch of the year. Because employees already knew to check PAL, all the conversion content had a familiar place to land.
Build governance in from the start. Premier assigns clear content owners, runs scheduled review cycles, has moderators review content before posting, and lets employees flag anything that needs an update. Next, it’s creating a standards and expectations guide for how content is created, reviewed, and kept current.
Make it part of how people already get help. After launch, Premier’s training officer answered questions by pointing people to the right PAL post, which answered the question and built the habit at the same time. He also built a “day in the life” walkthrough for the frontline team that links each daily task to the posts that support it.
Document the fix right away and share one link. When setting up online banking for joint members worked differently than expected, the team worked out the process, published it in PAL, and sent employees a direct link, so everyone had the same steps at the same time.
Watch the full conversation between Dan and Megan below:
Ready to give your team a single source of truth they can trust before your next big change?
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