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Metro Credit Union

Cherwell Case Study Metro Credit Union



FOR NEARLY 100 YEARS, METRO CREDIT UNION HAS HELPED ITS MEMBERS ACHIEVE THEIR FINANCIAL GOALS THROUGH EXCEPTIONAL SERVICE AND GUIDANCE. IT IS A COMMITMENT THAT HAS MADE THE NON-PROFIT FINANCIAL CO-OP THE LARGEST STATE CHARTERED CREDIT UNION IN MASSACHUSETTS, WITH 1.7B IN ASSETS AND 190,000 MEMBERS.

 

Quick Wins

  • Real-time dashboards

  • Consistent, easy-to-manage business process workflows

  • Improved collaboration & integration across business units

 

The Challenge

There was a time, though, when Metro Credit Union found itself in need of some guidance to maintain that impressive legacy. For years, the organization had tracked every aspect of the audit + exam process - from scheduling to final reports - using Excel. It had become clear that this approach was no longer sufficient to meet their needs in keeping up with regulatory requirements. 

"There was no real workflow," explains Traci Michel, Senior Vice President of Operations within Metro Credit Union. "Everything was manual and tracked in spreadsheets, and those were passed around via email. That made accountability difficult because we could not be sure that people were consistently updating those spreadsheets to indicate where they were in a particular audit process. We wanted to track deadlines and progress, so we started looking for a way to do this more efficiently."

The Solution

The consensus at Metro Credit Union was that Cherwell's platform was best suited to meet the organization's requirements, not just because it would make tracking of auditing and exams easier but also because it could be wrapped into other business units, such as Human Resources and IT. But Michel says it was Beyond20's expertise and support that illustrated how the software could meet, and ultimately exceed, Metro Credit Union's expectations.

"We realized pretty quickly just how adept the Beyond20 team is when it comes to helping you use this platform," Michel says. "Through Q&A sessions and whiteboarding, they were able to capture our key requirements for the audit tracking process and then they used that information to help us learn all about the technology so we could become fully self-sufficient in managing and supporting the platform."

Michel notes that Beyond20 played a key role in helping Metro Credit Union employees adjust to Cherwell's dashboard-focused environment. "In the beginning, users were asking if they could get an email every time a particular incident happened. With Beyond20's guidance, we were able to build custom, real-time dashboards that proved to be absolutely vital in viewing the current state of the organization. They helped make that culture shift possible."

The Result

Once that shift occurred, the benefits of the Cherwell platform, and Beyond20's implementation support, quickly became clear. "We gained better tracking on repeat findings, which are a high priority to remediate," Michel says. "Whereas in the past it would have been a largely manual process to compile reporting, we now have that information at our fingertips, so it is very easy to pull together year-over-year comparisons."

Michel says Metro Credit Union realized that the same Cherwell software that had enhanced tracking of the audit lifecycle could lead to greater efficiencies in other business units. With help from Beyond20, the organization extended the platform, allowing HR to track each employee's lifecycle, and then track the employee's access to applications.

"We now have an end-to-end solution that tracks the request for access to an application, associates it with an individual, and then terminates that access when the individual leaves the organization. That really ties everything together, and it has prompted our team to look for the next logical process they can pull into the system."

More recently, Metro Credit Union extended the system to include a number of additional real-time dashboards, resulting in invaluable metrics that had previously been unavailable. "We realized that 20% of all of our helpdesk tickets were created for password resets, and that enabled us to look at how we could offer enhanced self-service password reset options. It will free our IT team to focus on more vital initiatives, so having those metrics enables us to make better business decisions about how we allocate resources."

The Future

The Cherwell platform continues to benefit from Metro Credit Union in many ways, from improved collaboration and integration across business units, to better metrics on system downtimes that help prevent reoccurrences. The organization is looking to extend the software into other areas, such as providing a one-stop shop for all internal operational ticketing. Michel says the Cherwell solution, coupled with Beyond20's support, will be crucial to Metro Credit Union's growth. 

"What's been fantastic about the software is that it scales. I do not need to make major changes to it so that it continues to work for us as we grow. All it takes is a tweak. It's very easy to manage the system, and Beyond20 has played a huge part in making that possible."

 

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