STCU Visualizes Data to Improve Member Services
Company Size
200-1,000
Region
- America
Country
- United States
Product
- WebFOCUS
- Portal
- Active Technologies
- AppStudio
- InfoAssist
- ReportCaster
Tech Stack
- Microsoft SQL Server
- Microsoft SharePoint
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Quality Analytics
- Real-Time Location System (RTLS)
Services
- Data Science Services
- System Integration
About The Customer
Spokane Teachers Credit Union (STCU) is a state chartered credit union formed in 1934. It is one of the largest credit unions in Washington, with $2.5 billion in assets under management. The credit union has 644 employees, 21 branches, and serves 163,000 members. To stand out in the highly competitive regional financial sector, STCU offers more than just great rates and stellar member services. They also use analytics to better understand their members, properly segment them for marketing purposes, and deliver relevant, personalized offers that boost profitable growth and minimize attrition. The credit union was using Pitney Bowes' Sagent business intelligence (BI) product for 14 years, but the product was being sunsetted. This situation presented an opportunity for STCU to implement a new BI and analytics platform.
The Challenge
Spokane Teachers Credit Union (STCU) was facing a challenge of losing members through the natural process of attrition. The existing reporting system was not capable of delivering the insights the credit union needed to deliver targeted, relevant offers to its members. The credit union was using Pitney Bowes' Sagent business intelligence (BI) product for 14 years, but the product was being sunsetted. This situation presented an opportunity for STCU to implement a new BI and analytics platform. The credit union sought an easy-to-use analytics platform that could enrich their reporting and formatting, data security, scalability, and data visualization. It also needed to have strong self-service capabilities to meet the needs of more than 25 power users and 500 business users.
The Solution
STCU implemented Information Builders’ WebFOCUS platform for BI and analytics. The credit union started by phasing out its Pitney Bowes platform by converting relevant reports to WebFOCUS. They consolidated and replaced 6,000 legacy reports with just 220 WebFOCUS parameterized reports. The team then used WebFOCUS Portal capabilities to recreate the Pitney Bowes portal page and bring forward essential key performance indicators (KPIs). The portal consists of two main pages. The Numbers page seamlessly links to a Microsoft SharePoint environment, which displays three KPIs that determine employee bonuses, based on how their performance measures up against goals. The Home page takes users to private content, which includes all the reports and workflows that are relevant to their jobs. It includes a link to the STCU public report folder, containing organization-wide reports for the branches in various departments such as budgeting, teambuilding, and certification.
Operational Impact
Quantitative Benefit
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