Three middleware platforms allow Travis Credit Union, Vacaville, Calif., to give employees better tools so they can provide better member service.
The $1.59 billion asset credit union won the CUNA Technology Council Best Practices Award in the Member Service/Convenience category for the comprehensive project that overhauled its approach to data collection and analysis, content management, and workflow processes.
Travis selected three platforms from Oracle’s Fusion Middleware stack to create its new “ecosystem of technology.”
Platform One: Data Warehouse
The data warehouse/business intelligence platform initially aimed to develop comprehensive incentive compensation analytics to support employee cross-sales.
Travis’ goals for the platform included:
- Improving the sales incentive calculation process;
- Building trust in the calculation and educating staff on the drivers for their sales structure;
- Driving user behavior by comparing production to goals on a daily basis;
- Reducing the cost of managing the sales incentive process; and
- Developing a framework for an enterprise-wide business intelligence initiative.
First, the credit union’s staff used the platform to break down the barriers between systems that gathered data. Next, they used analytical capabilities to drill down into results and examine how everyday practices impact performance.
The resulting “Travis Intelligence” system offers a “single version of truth” that accurately reflects performance at every level of the organization.
Platform Two: Enterprise Content Management
The content management infrastructure takes advantage of a unified platform for web content management, document and imaging management, digital asset management, records and retention management, and identity management policies.
Travis moved more than 30 million documents from the old system to the new platform while also addressing security, retention management policies, and document capture processes.
Complex migration techniques ensured that indexing and search functions could be applied immediately to help employees find the right content.
Instead of moving from system to system and re-entering information, employees now click a link to view the desired content and then narrow the results as needed.
Searches have a “sub-second” response time instead of the previous average of 15-20 seconds.
Next: Business process management