The Challenge

Scaling Knowledge Management for a Growing Workforce

Over the past decade, Glenwood State Bank doubled in size. As a result, internal knowledge management became a significant growing pain. Employees often asked each other for the correct procedures, answers, and forms. Finding the right person and waiting for answers became increasingly time-consuming and frustrating. Without a centralized hub, employees struggled to access up-to-date information.

The company attempted to resolve the problem with a spreadsheet and shared folders. This resulted in an unwieldy and incomplete system, further exacerbated by the challenge of managing outdated versions.

This decentralized approach to knowledge-sharing resulted in a duplication of efforts, loss in productivity, and a lack of consistency in messaging—all posing significant roadblocks as Glenwood State Bank sought to manage its growth and maintain operational efficiency.

Glenwood State Bank needed to streamline its information sharing, training, and processes to ensure consistency while navigating the complexities of expansion.

Solution

A Single Source of Truth Available Anytime Employees Have Questions

With Stonly, Glenwood State Bank created a highly secure, custom-branded knowledge base with exceptional search capabilities that enable employees to find answers immediately, avoiding time otherwise wasted digging through materials or asking colleagues. This facilitates seamless information sharing across departments and branches, especially within customer service.

When setting up Stonly, the company assigned one person from each department to contribute content for their respective areas. Glenwood State Bank maintains a single knowledge base with separate folders dedicated to each department. This approach ensures that there is a centralized location for all information, making it convenient for employees to access the answers they need directly from their desktops.

Moreover, Stonly allows content to be published in real-time, facilitating the rapid dissemination of new information to employees and enabling effective control of outdated or obsolete information, ensuring that the knowledge base remains up-to-date and reliable.

Stonly helped transform conventional documents and forms into intuitive, step-by-step guides, covering a wide range of processes and procedures, from "how to access new account forms" to "how to change the temperature in your office." If an employee could not find the answer to their question, tip boxes with the designated department contact information were included in each guide as a fail-safe maneuver. These guides follow a concise format, making them much less overwhelming for employees. They are designed to be more interactive, incorporating multimedia elements such as screenshots of certain forms to provide visual guidance, catering to users who prefer a visual learning style.

The customer service department benefits significantly from Stonly since the bank’s customer-facing employees require precision and consistency in communication and procedures. Rather than relying on a one-size-fits-all approach, Stonly's adaptable guides help representatives lead customers through a personalized path to the best solution. Regardless of experience level, representatives are empowered to deliver accurate and reliable information much more efficiently, strengthening the bank's reputation for excellent customer service.

The bank's commitment to security was also addressed as Stonly is SOC 2 certified, cyber-risk insured, and GDPR compliant.

Stonly's reporting capabilities are an invaluable asset for Glenwood State Bank. The data provided enabled department heads to optimize the knowledge base continually and enhance its utility. The ability for employees to provide feedback and suggest content empowers them to actively contribute to the platform's growth.

Results

Streamlined Processes, Improved Efficiency, and a More Empowered Workforce

Implementing Stonly at Glenwood State Bank yielded significant and positive outcomes for the organization. With Stonly, Glenwood State Bank now has:

• Efficient knowledge delivery: Stonly enables employees to access information right when they need help. The modern UI/UX and branding customizations played a crucial role in making Stonly the bank's preferred choice.
• Streamlined workflows and higher productivity: Stonly empowers employees to find answers quickly, reducing their reliance on asking colleagues for assistance.
• Effortless content creation and maintenance: With no need for development or technical skills, multiple content contributors across various departments can seamlessly create and publish content, streamlining the knowledge-sharing process.
• Controlled documentation versions: Stonly effectively eliminated the issue of accidental overwriting of forms and documentation, ensuring that the bank had complete control over the versions of their critical materials.

Stonly's user-friendly platform, powerful search capabilities, and interactive guides not only save time but also contribute to a culture of knowledge sharing and consistency within the organization, making it a pivotal tool for their continued success.