As a part of its continued commitment to excellence in member service, Texas Tech Credit Union (TTCU) sought to elevate both its in-branch and digital experiences.
To achieve this goal, the credit union looked to its partner IMM, and by implementing IMM’s eSignature and workflow solutions, the credit union can now provide its members an expedient, consistent experience whether they are banking remotely or in person.
“Texas Tech Credit Union embarked on a massive transformation centered around an interactive digital experience within our branches, as well as through our online and mobile channels,” said Eric Lundberg, chief operating officer, TTCU. “Our branches are in the process of being remodeled with an open concept design and will be fully equipped with touch screen monitors and iPads. IMM’s technology fit perfectly into this vision to provide our members with a fluid experience. When members come into our branches we can hand them an iPad to review and eSign documents in a comfortable setting rather than requiring them to complete hardcopy forms at a lobby desk. Then, the digital documents automatically route to the correct department for processing.”
TTCU previously had separate lending processes for in-branch and digitally initiated loans. Now, the credit union can leverage a single digital workflow, regardless of whether the member applies online or in person. Additionally, IMM’s eTransaction automation solutions have helped TTCU reduce loan decisioning timeframes from an hour to just 10 minutes in some cases. As a result of its shift to electronic, paperless processes, the credit union was also able to reallocate a full time employee whose time was formerly dedicated solely to scanning and archiving documents.
“We continue to see financial institutions prioritize consistency between their in-person and digital channels,” said Philip Elwyn, director of client success, IMM. “Texas Tech Credit Union has made the ultimate commitment to this objective by renovating its branches as well as applying our technology institution-wide. While many activities and transactions are moving to Texas Tech Credit Union’s online and mobile channels, with these modifications, the credit union is ensuring that when its members do come into the branch, they receive the same seamless experience.”