Customer Story

Fergus FCU Makes Policies Easier to Find, Apply, and Defend

Learn how Fergus FCU created policy transparency that supports staff, strengthens compliance, and reflects how work is actually done.

TL;DR

The short version (TL;DR)

Company: Fergus Federal Credit Union

Challenge: Outdated and hard-to-find policies were disconnected from daily operations, creating compliance bottlenecks and vulnerabilities.

Solution: Created a single source of truth for policies and procedures, making them easier to find, apply, and defend.

Results: Policies became something employees actually use, improving independence, visibility, and compliance confidence.

The short version (TL;DR)

The Company

Fergus Federal Credit Union

The Challenge

Outdated and hard-to-find policies were disconnected from day-to-day operations, creating compliance bottlenecks and vulnerabilities.

The Solution

Created a single source of truth for policies and procedures, making them easier to find, defend, and apply.

The Results

Policies became something employees actually use, improving independence, visibility, and compliance confidence.

“I’ve been trying to get our team to read our policies for years. Now with ScreenSteps, they actually are.”

Amber Vogl
Fergus Federal Credit Union

The Challenge

Outdated Policies Disconnected From Day-to-Day Operations

Fergus Federal Credit Union had established policies on a shared drive, but they weren’t easy for staff to find or apply in their day-to-day work.

When policy-related questions came up, employees typically went straight to the compliance team for answers. While that kept things moving, it also created a revolving door of questions, escalations, and dependence.

When feedback from the NCUA signaled it was a good time to review and update policies, Amber Vogl knew they needed a better system. Some policies were outdated, and others no longer reflected how work was actually being done across the credit union.

Fergus FCU needed a better system to make policies easy to find and apply, and to make it simple for staff to flag outdated or inaccurate information as it came up, rather than discovering issues after the fact.

The Solution

Put Policies (and SOPs) At Employees’ Fingertips

Fergus FCU used ScreenSteps to consolidate all of its policies and procedures into a single, searchable platform, making them an integral part of how day-to-day work is performed.

Instead of tracking down answers or relying on tenured SMEs, staff could now search their questions directly in ScreenSteps and quickly find the exact information they needed, right when they needed it.

What had once been static compliance documents and scattered SOPs became trusted guidance that empowered staff to self-serve.

"It doesn't matter to the staff member whether an answer is in a policy or procedure; they just want the answer. With all of it at their fingertips, they’re finally getting those answers.”

Amber Vogl
Fergus Federal Credit Union

Key elements of Fergus FCU’s ScreenSteps implementation included:

Making policies visible and accessible to all staff

Policies (and SOPs) were moved from a shared drive to a ScreenSteps knowledge base, creating a single source of truth accessible to all employees.

With the ScreenSteps Sidekick browser extension, employees can access the knowledge base from inside their existing systems, keeping work moving fast.

Turning policy review into a collaborative process, speeding up the time to reconciliation

Using ScreenSteps’ feedback loops, staff across departments began flagging outdated information or mismatches between policy and real-world practice as they encountered them.

This gave the admin and compliance teams direct, real-time insight into what needed to be updated, allowing them to make changes and push them live back into employee workflows.

Connecting policies directly to procedures and execution

Policies and procedures live side by side in ScreenSteps, helping employees find not just compliance requirements but also step-by-step SOPs for completing tasks, solving problems, and responding to member requests.

Whether the answer is in a policy or a procedure no longer matters. ScreenSteps Smart Search surfaces the right guidance for their question.

Reinforcing accountability with notifications and tracking

Policy updates were communicated with ScreenSteps Notifications, keeping employees up to date while providing compliance with clear visibility and defensibility. The team could confidently point to when updates were made, who was notified, and who acknowledged the changes.

Building and reinforcing procedures alongside policies

Along with their policies, Fergus FCU also brought in existing procedures, updating and refining them using Clarify AI Transform.

As knowledge gaps are discovered and flagged, new procedures are created on the fly with Clarify AI Create.

“ScreenSteps has been life-changing for us on the policy side. Staff are finally reading and applying policies completely on their own.”

Amber Vogl
Fergus Federal Credit Union

The Results

Policies and Procedures that Actually Support the Work

Policies in ScreenSteps

SOPs in ScreenSteps

Adoption of ScreenSteps

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Feedback Comments

By making policies transparent, searchable, and connected to execution, Fergus FCU saw immediate changes in how staff accessed information and applied it on the job.

Most importantly, policies stopped living in isolation from day-to-day operations and began functioning as an integral part of how work gets done every day.

Here's what changed:

Policy Engagement

Employees began actively reading and engaging with policies, rather than relying on tribal knowledge

Independent Staff

Staff were able to self-serve answers, reducing repeat questions and interruptions

Defensible Compliance

Compliance gained clearer visibility into where policies were outdated or misaligned with day-to-day work

Smoother Change

Policy updates became easier to communicate, track, and defend.

“The biggest hiccup was always, ‘Where do I even find the information?’ ScreenSteps made it easier for staff to find what they were actually looking for.”

Amber Vogl
Fergus Federal Credit Union

Turn policies into performance with a ScreenSteps knowledge base

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