Client Profile

Headquartered in Georgia, this financial services organization has over $6B in assets and over 400,000 members and is among the top 25 largest credit unions in the U.S..

Situation

This organization needed to replace a legacy Knowledge Base (KB) solution for multiple internal stakeholder groups as well as support API access for applications that support external users.

Solution

Evaluated solution alternatives:

  • A quantitative requirements-based scoring approach
  • A qualitative review of usability characteristics

From this, ThreeWill developed POCs for most viable candidates for the final knowledge base strategy solution.

Business Benefits

  • Narrowed focus to two alternatives while reviewing a comprehensive set of business requirements.
  • Provided business users with Proof-of-Concept solutions using samples of production data to more effectively compare usability between alternatives.
  • Identified a SharePoint Online solution based on Modern SharePoint pages that leverages additional capabilities provided by the full ecosystem of Microsoft 365 applications and infrastructure.
  • Developed an initial production project plan combining technology implementation as well as user adoption and change management elements.​

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