There is a tremendous capacity for innovation and creativity within any organization. However, most organizations lack the strategy and the tools necessary to effectively sort through the innovative ideas generated by the general worker population. USAA, a member-owned financial services firm, recognizes that any time the organization can reduce costs, the benefits accrue not just to the firm, but to its customer base as well. As a result, the company is deploying advanced collaboration tools to improve the customer experience, lower costs and deliver innovative services to its members.