St. Petersburg, Florida – (October 15, 2013) – PSCU has been selected by the Workflow Management Coalition (WfMC) as a winner in the 2013 WfMC Awards for Excellence in BPM & Workflow. PSCU earned the award based on a case study centered on PSCU’s business process management tool, which automates and streamlines the process by which requests for service from PSCU’s Member-Owner credit unions are entered, tracked and resolved. The company also uses its BPM platform internally to manage and process requests among its business units.
PSCU partnered with Open Text (Waterloo, Canada) to implement the company’s BPM platform. PSCU customer service agents use the Agent Portal (TIMS) to route, manage, and resolve requests quickly; credit union staff members use the self-service Member Portal (TIMS) to log requests and monitor the status of requests in real-time.
“The credit unions now have immediate access to see the progress of inquiries and requests within our system,” said Dan Rosen, Director of the Center for Process Excellence at PSCU. “We have empowered our customers with a portal that was so easy to use, no training was required. The feedback since implementing the system has been overwhelmingly positive. Even better, we are now able to identify trends, predict potential issues, and proactively identify new service needs.”
PSCU was chosen from a field of 12 finalists by a panel of judges that considered 15 distinct evaluation factors within the categories of Innovation, Implementation, or Impact. PSCU’s BPM solution allows the company to respond faster and more efficiently to customer requests, process twice the amount of requests with the same amount of staff, and has eliminated 90% of the paper in the process, saving over $300,000 annually. The efficiency gains delivered by the system enable PSCU to offer its BPM portal free-of-charge to its credit unions.
Established in 1977, PSCU (St. Petersburg, Fla.) is the nation’s leading credit union service organization (CUSO) and serves more than 1,500 financial institutions nationwide. The company is owned by nearly 700 member credit unions representing 16 million credit, debit, prepaid, online bill payment, mobile and electronic banking accounts. Comprehensive 24/7/365 member support is delivered through four contact centers located throughout the United States that handle more than 18 million inquiries a year.
Through a focus on collaboration and initiatives to mine the collective intelligence from all corners of the cooperative, PSCU’s Member-Owners are positioned at the leading edge of innovation. The combination of PSCU’s commitment to leadership in mobility and excellence in risk management, strategic consulting and technology creates PSCU’s foundation for the strongest partnerships with its Member-Owners. For more information, visit the PSCU website at www.pscu.com.