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:
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
Platform Three: Business Process Management
The business process management platform enhances the work environment by re-engineering existing workflow processes, developing a custom user interface, and implementing new dynamic workflows.
A central process repository creates a library of reusable services and process flows. A custom user interface allows employees to gain access to information quickly by minimizing the need to navigate systems and screens.
The platform’s benefits are illustrated by the chargeoff process, which previously required viewing almost 60 screens and completing hundreds of fields.
Today, employees view a single screen to confirm the right account. When an employee selects “go,” all business rules are enforced and all tasks are automated.
A process that once took 15 minutes per account now takes only seconds.
An investment in the future
Together, these platforms represent an investment in the future of member services at Travis Credit Union.
By providing a holistic view of information and streamlining workflow processes, Travis is making a vital difference in the member experience.