Desert Financial Credit Union Selects Panviva to Implement Knowledge Delivery System

Share Article

Desert Financial, a local Arizona credit union serving the community for almost 80 years, has selected Panviva to provide exceptional customer service to their members through their cloud-based platform.

“After a thorough search of available knowledge management systems, we selected Panviva because of its easy-to-navigate interface and unique approach to presenting the information to the end-users." Jim Lavery, Vice President Contact Center Operations and Credit Services

Panviva—the premier provider of cloud-based knowledge management solutions and real-time performance support—announced today that Desert Financial, a local Arizona credit union serving the community for almost 80 years, has selected Panviva to provide exceptional customer service to their members through their cloud-based platform.

Credit Unions undertake extensive member journeys with their clients, from greeting them at the front door to managing important transactions in the back office. Access to relevant information at each point is critical to meet and exceed service expectations, as is achieving regulatory compliance requirements.

“Desert Financial is on a mission to improve the resources we use to help our team members create exceptional experiences for our members,” said Desert Financial Credit Union Vice President, Jim Lavery. “After a thorough search of available knowledge management systems, we selected Panviva because of its easy-to-navigate interface and unique approach to presenting the information to the end-users. We believe the Panviva system will help our front-line team members be able to more successfully find the information they need to best serve our members in a timely manner,” he added.

“It was a pleasure working with Jim Lavery and his Desert Financial team,” said Panviva Sales Director Joe Rigano. “They were in search of a knowledge management solution and instantly recognized the value our guided navigation approach has over traditional search and store solutions,” he added. “Additionally, our ability to keep messaging consistent across channels—in person, onsite, and digitally—matched their overall goals and makes us a perfect fit for one another.”

The Panviva Omnichannel Knowledge Cloud will enable Desert Financial Credit Union to deliver consistent, accurate relevant answers, on demand, to members at every connection point in their network—providing consistency of content across all channels and will help:

● Cut training time and accelerate time to competence for member service agents
● Improve overall member satisfaction
● Lower the cost of each interaction with faster, accurate agent responses
● Ensure accurate information is provided to members by guiding staff through each step
● Increase profitability by improving the outcome of each interaction

“We are moving from a mostly SharePoint interface to the Panviva system and expect to see significant savings by doing so. The time to retrieve information and the ability to zoom into exactly the right part of a procedure should improve our call center talk times, our wait times in the branches and the confidence levels by all member facing team members,” noted Lavery.

About Desert Financial Credit Union
Desert Financial is a local Arizona credit union serving Maricopa, Pinal and Gila counties offering hundreds of financial solutions including: credit and debit cards; checking, savings and money market accounts; mortgages; auto refinancing and auto loans; investments; insurance; lines of credit and more! Since 1939, Desert Financial has helped thousands of Arizonans save money and achieve their dreams. They have grown from a small credit union serving the educational community to the Valley’s largest credit union, dedicated to serving all Valley residents. Learn more at http://www.DesertFinancial.com.

About Panviva
Panviva is a content and knowledge-management (KM) system providing on-demand, real-time answers that solve customers’ most immediate problems. Panviva organizes and manages content—policies, procedures, technical documentation, FAQs—into simple bites of information that customers can easily understand and customer service reps can easily explain. Panviva provides a better experience for customers because they receive the help they need from customer service reps faster. It provides a better experience for employees because they have confidence that the information they are providing is current, accurate and timely—allowing for more time spent caring for the customer rather than hunting for information. Learn more at http://www.panviva.com.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Dawn Corrente
Visit website