LA Financial Credit Union launches employee knowledge management solution to expand investment in member engagement

TEWKSBURY, Mass.–(BUSINESS THREAD)–Engagewarethe industry’s leading provider of customer engagement solutions, announced today in Pasadena, California, LA Financial Credit Unionhas strategically created new operational efficiencies and improved the employee experience with the deployment of Engageware’s Employee knowledge management solution to its worker base. After the launch of Engageware’s Customer self-service In April 2021, LA Financial implemented employee knowledge management to provide employees with centralized access to consistent and reliable information to better serve members. This positions credit union employees for success while elevating the experience for both employees and members.

Employee knowledge management helps drive the credit union’s broader strategic initiatives by centralizing content and making it easy for staff to find and follow essential information and documentation. The implementation of Engageware and proven best practices have helped the credit union achieve widespread adoption of the new knowledge management system among employees, which LA Financial internally named “The Hub.” Employee Knowledge Management’s easy-to-locate policies and procedures, more accurate and well-formulated information, and easy-to-navigate system have had a positive impact on member service. This solution enables and empowers employees to take a do-it-yourself approach to locating and using essential daily information to help members, redirecting frequently asked questions that previously held back operational efficiency and service.

This release builds on last year’s investment in Engageware’s customer self-service solution, which allows LA Financial Credit Union members to provide instant access to the information they need, reducing requests inbound support and dropout rates. Customer self-service leverages instant natural language intelligence, providing members with the correct answer and recommended next steps. With a personalized knowledge base, intelligent FAQs, guided tutorials and more, members can get the information they need on demand. LA Financial has seen a reduction in call center volume because partners can find the information they need through self-service on their digital channels.

“With Engageware, there has been a visible shift in employee productivity, and procedures and forms can be found at the click of a button. Our goal is to provide an excellent member experience, and this tool helps members get the information they need quickly,” said Kim Oblak, CCE, vice president and chief retail officer at LA Financial. “Engageware was very communicative throughout the implementation process. Because our initial launch with Customer Self-Service was so successful and Engageware demonstrated a willingness to be flexible in accommodating a process of custom file transfer, we did not hesitate to implement employee knowledge management. We look forward to our continued partnership and maximizing Engageware solutions.”

Sidra Berman, CMO of Engageware, said: “Many financial institutions are focusing their efforts on providing more technology for customers to serve themselves through digital channels to improve the customer experience. The reality is that 91% of customer interactions ultimately involve some level of employee assistance in resolving their inquiry or transaction. With Engageware’s knowledge management technology, LA Financial Credit Union has been able to effectively address the information requirements of member service staff while delivering significant and measurable benefits to the credit union, including productivity gains , improved employee engagement and morale, less turnover. and ultimately greater customer satisfaction, retention and profit.”

About LA Financial Credit Union

LA Financial Credit Union was founded in 1937. Based in Pasadena, California, LA Financial serves the LA County community with a full range of financial products and services, including auto and personal loans, mortgages and current and savings accounts. The LA Financial division of Havasu Community Credit Union serves Lake Havasu City, Arizona. LA Financial has 27,000 members and over $500 million in total assets. Membership is open to anyone who lives, works, worships or attends school in LA County or the City of Lake Havasu, Arizona.

For more information, call 1-800-894-1200 or visit

About Engageware

Engageware provides industry-leading technology and expert knowledge to help organizations better engage their customers. Having surpassed the scheduling of over one billion appointments online and trusted by over 500 organizations, Engageware’s self-service, appointment scheduling and knowledge management SaaS solutions, combined and integrated with those of our market-leading partners, make it easy for customers to answer their questions quickly, connect to the right resources when a scheduled experience is needed, and get a consistent and efficient experience when a representative’s help is required. Organizations using our customer engagement solutions deliver quality experiences to customers regardless of channel, enabling faster growth with greater efficiency.

For more information, visit Follow us at LinkedIn i Twitter.


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About the Author: Chaz Cutler

My name is Chasity. I love to follow the stock market and financial news!