A Financial Oasis for Member Experience CASE STUDY SERIES OVERVIEW Desert Financial Credit Union is a federally insured credit union based in Phoenix, Arizona, that operates 47 branches throughout Maricopa, Gila and Pinal counties. Desert Financial is the largest credit union in Arizona, managing $4.8 billion in assets as of October 2019. Desert Financial had become increasingly frustrated with its aging knowledge management infrastructure. Information searches yielded a kitchen sink of links that seldom produced what the employee was looking to find. It was time to upgrade. But to what and how? Early vendor reviews did not meet their business requirements. “We looked at a few other vendors and they proposed taking what we have today and simply uploading it into a new system. Tha

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