Customer Story

Acclaim FCU’s Fast Track to Trusted Knowledge for New Branch Expansion

How Acclaim Credit Union built a trusted knowledge base in weeks so new hires are confident, consistent, and ready for the new branch opening.

TL;DR

The short version (TL;DR)

Company: Acclaim Federal Credit Union

Challenge: Credit union needed to train new hires quickly ahead of a new branch opening.

Solution: Built a fully operational, optimized knowledge base in just a few weeks using ScreenSteps.

Results: New tellers are trained, confident, and ready to support members from day one.

The short version (TL;DR)

The Company

Acclaim Federal Credit Union

The Challenge

Credit union needed to train new hires quickly ahead of a new branch opening.

The Solution

Built a fully operational, optimized knowledge base in just a few weeks using ScreenSteps.

The Results

New tellers are trained, confident, and ready to support members from day one.

“We were preparing to open a new branch, and needed a way to quickly train and support employees so they’d be confident and ready on day one. ScreenSteps made that possible faster than we ever expected.”

Claire Smith
Assistant Branch Manager, Acclaim Federal Credit Union

The Challenge

Training New Hires Quickly Before a Major Expansion

When Acclaim Federal Credit Union prepared to open its second branch in Stoneville, NC, the leadership team knew they had to rethink how they trained new hires. They couldn’t keep relying on tenured employees, scattered documentation, or handwritten notes.

Claire Smith, Assistant Branch Manager, wanted to build a single source of truth that new employees could use to learn processes, procedures, and how-tos. And she needed to do it fast.

Ultimately, Claire wanted new tellers who could confidently serve members from day one at the new branch.

“We needed a faster way to get our new employees up to speed before the new branch opened. Everything had been running through our VP of Operations, and we needed a system that would take the pressure off her.”

Claire Smith
Assistant Branch Manager, Acclaim Federal Credit Union

The Solution

A Fast Track to Trusted Knowledge

Within just a few weeks' worth of work, Claire and her team built a single source of truth for their teller line. They were able to give their new and tenured tellers a searchable, optimized knowledge hub they could rely on every day.

Here's how they did it:

Step 1

Sent all existing documentation to ScreenSteps

Claire’s team gathered up all of their existing procedures and dropped the files into a shared folder for the ScreenSteps team. They didn’t organize or pre-clean anything, just sent over the procedures as they were.

Timeline: 1 afternoon

Step 2

Received an optimized knowledge base in one day

Using Clarify AI Bulk Import + Optimize, the ScreenSteps team delivered an organized, AI-optimized knowledge base within 24 hours. Not only were all the articles added to the knowledge base, but the guides were also optimized for findability and followability.

Over the next two weeks, Claire and her teammate Kara spent less than an hour a day auditing the returned documentation. They deleted outdated procedures, made minor updates, and flagged missing information.

“It was way easier to see what was wrong or missing once it was all organized in ScreenSteps. We could have never identified those mistakes in our old system.” – Claire Smith, Assistant Branch Manager, Acclaim Federal Credit Union

Timeline: Knowledge base returned in 24 hours

Step 3

Filled in the gaps with minimal typing

After reviewing the initial knowledge base, Claire and her team were able to easily spot gaps in their knowledge. The team used Clarify AI Transform to quickly get knowledge out of SMEs' heads and into guides the tellers could use.

Claire's process was fast and repeatable: she jotted down her thoughts in a rough outline or bullet list, added a few needed screenshots, and then clicked “Make Actionable” to optimize the content into a clean, step-by-step guide.

New guides were being created in just a few minutes.

Timeline: ~ 2 weeks

Step 4

Trusted answers delivered to employees’ fingertips

Claire and Kara rolled out the finalized knowledge base to both new tellers preparing for the Stoneville opening and tenured staff at the main location.

Because the ScreenSteps Sidekick browser extension works where employees work, tellers immediately began accessing trusted knowledge while working with members.

“I just put in some bullet points, add screenshots, and click Clarify. What used to take me days, I can now do in less than an hour.”

Claire Smith
Assistant Branch Manager, Acclaim Federal Credit Union

The Results

Confident, Consistent Service Before the Doors Even Open

In just a few weeks, Acclaim Federal Credit Union went from scattered docs and tribal knowledge to a centralized, trusted source of answers.

Now, tellers are using ScreenSteps every day to find and follow procedures with confidence.

Here's what changed:

Onboarding is faster and smoother

New hires are independently completing tasks in just a few weeks, instead of the previous three-month ramp-up.

Member service is more consistent

Tellers no longer need to put members on hold or track down answers—they find what they need instantly.

The team is ready for launch day

Both new and tenured employees are fully trained and aligned before the new branch opens.

Leadership has peace of mind

With training off their plates, they can focus on running the branch—not answering questions.

ScreenSteps gave Claire and her team exactly what they needed: a way to get everything out of their heads and into their employees’ hands—fast. New tellers at the branch are supported and ready to deliver accurate, consistent service from day one.

“Our goal was to have ScreenSteps up and running by the time our new branch opened. We did it in just a couple of weeks. Now, training and member experience is one less thing we have to worry about.”

Claire Smith
Assistant Branch Manager, Acclaim Federal Credit Union

Turn complex procedures into step-by-step guides that employees trust

Create a remarkable member experience by delivering trusted guidance directly at employees' fingertips.

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