Engaging Front-line Workers with Consistent Communication and Training
American 1 Credit Union (A1CU) takes pride in providing exceptional customer service and personal banking solutions to over 60,000 members. With a growing employee and customer base, A1CU currently has 16 branch locations across six counties in Michigan.
The Challenge
When the COVID-19 pandemic hit, A1CU turned to video to connect its more than 200 employees, 65% of which are front-line retail banking staff. While they knew video was the most efficient, effective, and engaging way to communicate with their workforce, the company faced internal storage limitations, restrictions to access and sharing, and security concerns around managing thousands of hours of video.
The Solution
A1CU adopted Panopto to deliver secure, consistent internal communications across the organization. “Panopto has become our standard way of communicating with staff,” says Jayme Bicknell, Marketing Manager at A1CU. “How we include video is part of every conversation around internal announcements and much of our training and onboarding.”
The company also uses Panopto to provide engaging, standardized internal video training for both front-line and corporate staff – from onboarding and core values courses to technical and customer service training.
“Previously, all training was in-person, time-consuming, and somewhat inefficient. We would have to pull front-line team members out of the branch, find someone to cover for them while they were out, and take them on-site to our Resource Center for training,” says Bicknell. “Now, we have a hybrid model. We pre-record the training that we know we will consistently need, and provide it on-demand. We also have trainers record their live sessions so people who aren’t in attendance can revisit them later.”
The Impact
Not only does A1CU connect its growing team with consistent video communications and training, it’s fostering a culture of video that’s improving organizational engagement and alignment.
“Since adopting Panopto, staff are more engaged and they’re getting information faster and in a format that they can better process,” says Jeff King, Multimedia Specialist at A1CU. “We have different learning styles on the team, and moving toward a culture of video makes it easier for everyone to learn.”
“Using Panopto makes my job so much easier,” adds King. “As a content creator, having one intuitive platform to instantly share messages with the entire company, access analytics, and manage all video storage has been great. It’s just easy. I honestly don’t know what we’d do without it.”
9%
Increase in viewership year over year
32
Branches and departments using Panopto
65%
Employees who are front-line workers
Panopto is an efficient and useful tool because we can reach anyone, anywhere with the same information. It’s really helped us expedite training and save hundreds of hours.- Jayme Bicknell, Marketing Manager, American 1 Credit Union
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