The challenge
Kitsap Credit Union, a member-owned financial cooperative with more than a dozen branches, engaged TELUS Digital to migrate its billing and service operations into its Financial Services Cloud organization. Those operations were split across five disparate systems, which made service delivery slow and inconsistent.
Early discussions surfaced a more immediate priority. Kitsap needed a streamlined, intuitive and well-documented service process before it could take on a larger systems migration.
Pre-implementation, Kitsap Credit Union's service team relied on multiple systems just to complete a single case. The credit union had accumulated more than 50 service events within Financial Services Cloud, many of them redundant, which made the process cumbersome to follow and difficult for new hires to learn. Service representatives spent significant time navigating between systems and hunting for information, extending time-to-resolution and affecting the member experience.
Kitsap wanted to streamline its foundational service workflow, consolidate its service events, improve case documentation and make serving members more intuitive and efficient for agents.
The TELUS Digital solution
TELUS Digital helped Kitsap Credit Union refine its case and opportunity management processes and build an efficient contact center within Financial Services Cloud. The team also integrated Financial Services Cloud with Kitsap's core banking system to strengthen case management with real-time account context.
TELUS Digital's consultants guided Kitsap through a cross-team consensus process to define service event requirements and configurations, ensuring the new structure worked for every team that touched a case. The team then significantly reduced the time required to log and track service events, reconfiguring them to be more informative and easier to use. Finally, TELUS Digital built a seamless, automation-supported workflow to support efficient, satisfying service interactions from first contact to resolution.
The results
With a consolidated Financial Services Cloud process in place, Kitsap Credit Union moved from five disconnected systems and a cumbersome service structure to one streamlined, well-documented workflow.
Kitsap saw measurable improvement across its service operations, including:
- Time-to-resolution on service cases accelerated significantly
- Swivel-chairing between systems was reduced, freeing up representative time
- Case structures were simplified, making it easier for employees and new hires to serve members confidently
