Customer Story

Great Plains FCU Standardizes Operations Across 10 Branches and Prepares for Ongoing Change

How Great Plains Federal Credit Union aligned processes across 10 branches and supported ongoing change with a single source of truth.

TL;DR

The short version (TL;DR)

Company: Great Plains Federal Credit Union

Challenge: Inconsistent processes across branches, no single source of truth, and a major roadmap of changes to support.

Solution: Centralized knowledge in ScreenSteps, cleaned up outdated content, and involved teams across branches to build and adopt standardized guides.

Results: Greater consistency across locations, improved processes, and fewer questions as employees used ScreenSteps to support new tools and changes.

The short version (TL;DR)

The Company

Great Plains Federal Credit Union

The Challenge

Inconsistent processes across branches, no single source of truth, and a major roadmap of changes to support.

The Solution

Centralized knowledge in ScreenSteps, cleaned up outdated content, and involved teams across branches to build and adopt standardized guides.

The Results

Greater consistency across locations, improved processes, and fewer questions as employees used ScreenSteps to support new tools and changes.

“We’re making a lot of changes, and ScreenSteps has been really helpful because people can just go there and see exactly what to do.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

The Company

Great Plains Federal Credit Union

Great Plains Federal Credit Union operates 10 branches across two states with 87 employees. Over time, growth through mergers and acquisitions created variation in how work was done across locations.

The Challenge

Inconsistency, Change, and No Clear Source of Truth

Great Plains FCU had grown through mergers and acquisitions over time. When Kelsey joined as VP of HR, she quickly identified a few key challenges she needed to solve.

Each branch had its own way of doing things

Processes, forms, and workflows varied from branch to branch.

Employees were following what their branch had always done, without realizing there might be a more efficient or standardized approach.

A roadmap of change was planned for 2026

From small process improvements to major technology rollouts, Great Plains FCU was preparing for a year of changes.

Leadership needed a way to support staff during transitions.

There was no single source of truth across the credit union

Documentation was scattered, outdated, or difficult to navigate.

Employees often relied on memory or asked coworkers for help, making consistency hard to maintain across branches.

Kelsey’s goal was simple: get everyone on the same page.

The team initially tried to solve this with SharePoint, building out documentation across different areas. But it quickly became clear that approach would take too long and be difficult for employees to use day-to-day.

“One of the biggest things we needed was to get everyone on the same page and have one place people could go to know how to do things.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

The Solution

Building Alignment Across Branches With Trusted Knowledge

To get everyone on the same page, Kelsey and her team needed a way to bring their processes, procedures, and knowledge into one place and make it usable for employees in their day-to-day work.

For Great Plains FCU, a ScreenSteps knowledge base was exactly what they needed.

Step 1

Imported existing documentation and cleaned it up

As soon as content was brought in, it became clear that not everything was worth keeping. Some articles were helpful, but much of it was outdated or no longer relevant. In many cases, processes had changed but the documentation had not. Instead of trying to preserve everything, the team focused on removing what didn’t belong and improving what did.

Step 2

Filled in gaps with input from across the credit union

Rather than relying on a single person to write everything, Great Plains FCU involved employees from different roles and branches.

Tellers, loan officers, and managers contributed content based on how work was actually being done. Kelsey served as the central reviewer, refining and standardizing each article before publishing.

Pro Tip

Documenting the work made it easier to improve the work

As teams contributed content, differences between branches quickly surfaced. Some employees pointed out faster ways to complete tasks, while others realized they had been doing things differently without knowing it.

What had been hidden in day-to-day work became visible, giving the team a clear path to standardize and improve processes.

Step 3

Launched ScreenSteps with a March Madness contest

To drive adoption, Kelsey created a two-week, March Madness-themed launch with daily challenges. Employees were encouraged to search for articles, submit requests, identify outdated content, and explore the system in order to earn points and win prizes.

Participation was highly competitive. Employees watched for each new challenge, raced to complete tasks, and actively engaged with the system from day one.

Great Plains FCU also captured critical IT knowledge before a leadership transition

At the same time they were working to create consistency across branches, Great Plains was preparing for the retirement of their VP of IT, who held over 20 years of institutional knowledge.

Through a series of working sessions, the team used ScreenSteps to capture not only step-by-step processes, but also the context behind systems, decisions, and workflows. This ensured the incoming VP of IT had a clear understanding of the environment from day one and could step into the role with confidence.

Bonus Success Story

How Great Plains FCU captured 20 years of knowledge before it walked out the door

At the same time they were working to create consistency across branches, Great Plains was preparing for the retirement of their VP of IT, who held over 20 years of institutional knowledge.

Read the Story

“We had people say, we actually do it this way and it’s faster. That helped us identify better ways of doing things across branches.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

The Results

More Consistency, Fewer Questions, and Better Ways of Working

As Great Plains FCU rolled out ScreenSteps, the impact showed up quickly in how teams worked across branches.

Teams are becoming more consistent across branches.
With a shared set of guides in place, employees now have a clear reference for how work should be done. Instead of relying on local habits or memory, teams are aligning around the same processes, forms, and expectations.

Employees are finding better ways to do the work.
By documenting processes and reviewing them across branches, the team uncovered opportunities to improve efficiency. In some cases, employees identified faster ways to complete tasks. In others, they realized they had been doing the same work differently without knowing it.

What was once hidden in day-to-day operations is now visible, making it easier to standardize and improve.

New tools and changes are easier to support.
As Great Plains FCU began rolling out new tools and process updates, ScreenSteps became the go-to resource for employees. Instead of relying on training alone or answering the same questions repeatedly, the team could point employees directly to clear, step-by-step guidance.

Employees are engaging with the content.
The March Madness launch created strong initial adoption, and that engagement has continued. Employees are actively searching, reviewing, and interacting with content as part of their daily work.

A Quick Win

Fewer Questions and Faster Adoption With Technology Rollout

When introducing a new internal tool, employees were able to get set up on their own by following ScreenSteps guides. Instead of fielding a wave of questions, the team saw employees support themselves and move forward with confidence.

As Great Plains FCU continues working through its 2026 roadmap, ScreenSteps is helping ensure that changes don’t create confusion. Instead, employees have the guidance they need to stay aligned and move forward with confidence.

“Instead of answering the same questions over and over, we can just point people to the article and they can find what they need.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

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