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In June of 2023, Farm Credit of the Virginias made the decision to advance the association with new technology, provided by their district bank, AgFirst. Along with fifteen other Farm Credit Associations within the district, Farm Credit of the Virginias implemented a new Loan Servicing Account System, Fiserv DNA. This system update would impact multiple departments and nearly 200 employees.
While excited about the shift to a modern system, Farm Credit of the Virginias quickly recognized that their outdated knowledge management approach would not have the capacity to support employees through this transformation.
The solution? Farm Credit of the Virginias implemented a ScreenSteps Knowledge Ops Platform to create actionable digital guides employees could find and follow.
And the results? Farm Credit of the Virginias successfully launched Fiserv DNA to 200 employees, with added consistency, improved employee confidence, and an increased customer experience.
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