SPOKANE, Wash. — After eight years as a Hyland Software client, Spokane Teachers Credit Union is taking the enterprise content management (ECM) specialist's tools to a new level.
The $845 million CU is integrating its lending process flow, "adding the ability for information to be accessed by the full organization at any given time," says Sheri Deist, IS manager for managing at STCU.
"That means that anytime someone needs information from the loan file, it can be called up quickly, instead of having to find the physical file. It reduces time and increases efficiency, and that helps us serve members better," Deist says.
Recommended For You
The lending system project, which also includes adding electronic signatures and other process automations and improvements, is an example of how STCU has been deploying different parts of Hyland's OnBase ECM suite as strategic needs demand.
Incremental deployment of an enterprise solution is a Hyland specialty, says Steve Comer, Hyland's industry manager for credit unions. Flexible architecture allows modules to be deployed as they're needed, he says, often tied together by the company's Application Enabler module. "It works behind the scenes," Comer says. "You can pull data from any application or system, from HR to accounting, without the member service rep or other staffer having to log onto OnBase." STCU originally began using Hyland software for COLD storage and its deployments have grown over the years to include virtual print drivers, imaging, secure records management and report generation that electronically stores up to 375 reports (sometimes up to 500 pages in length) on a daily basis.
The first department to go paperless was card services, Deist says, with the accounting department also quickly joining the ranks of "power users."
"Others are just getting on board," she says. "I do a lot of groundwork training with our different departments as our use grows."
Hyland Software has grown a lot since its first engagement with Spokane Teachers CU. The Cleveland-based company just broke the 6,000-client mark, Comer says. About half of those are in financial services, including about 360 credit unions.
Comer says there "absolutely is a difference in working with credit unions. A majority of the time they tend to be ahead of the pack in their focus on technology, and they're very member-centric. They will not make an investment unless it's going to ultimately affect the member in a positive way, and that includes deciding whether to go through the process of automating workflow." In addition to internal process improvements, members also see more direct benefits from the credit union's use of OnBase, Deist says. "One big thing is getting statements online through our online banking system," she says. "Another way is when a member comes into a branch and needs assistance. Our member service reps can quickly retrieve information, and because we can store the driver's license, we can quickly verify that the person standing there is our member."
Another example is quick access to crucial documents when tax time rolls around each year for the credit union's more than 68,000 members.
"It's the ultimate access at your fingertips," Deist says. "I can't really put it any other way." –[email protected]
© Touchpoint Markets, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more inforrmation visit Asset & Logo Licensing.
