Consolidating to drive better performance
Alabama, US
At a Glance
• Consolidated collections operation, giving better user and customer experience
• New starters learn the platform faster than any other system
• Reduced working time 40%
• Cloud deployment has freed up IT resources and increased efficiency
All In Credit Union started as the Army Aviation Center Federal Credit Union in 1966. Today it is a full-service financial institution, serving both retail and business sectors. It offers a wide range of banking, credit, savings and insurance services. It operates 35 branches located across Alabama, the Florida Panhandle and Mississippi. It has 190,000 members and more than $3.3 billion in assets and is ranked among the best credit unions in the US, with a 5-star rating from BauerFinancial.
Growth by Passion
Melanie Robinson, Recovery Solutions Manager at All In CU, says growth over the last 58 years comes down to one thing. “We are passionate about our members and give them everything they need – products, experiences and help – to make their lives better.”
While this passion has been the goal of All In CU since its inception, it has proved more challenging in recent years, explains Melanie. “With the economy here underperforming, many families and communities are increasingly struggling to achieve financial security. Education has become more important to what we do.”
Connected
That ability – to constantly stay ahead of the curve – is really how the credit union defines innovation, she says. APIs have become core to that, using them to connect with other internal systems and third-party solutions: SWBC, FICO (data analytics), and PSCU (MasterCard program administrator), for example.
API connectivity was a key reason why the credit union first decided to deploy the Temenos Collections and Recovery platform, as it promised easy integration with the core system it was about to implement.”
Melanie Robinson, Recovery Solutions Manager at All In Credit Union
Consolidated
All In CU has been working with Temenos since 2017 to deliver on its innovation strategy. “Our previous collection software did not have everything we needed, including connectivity to our core platform, so it was limited in scope to just the delinquent loan part of the business. We wanted a solution that could also work across all the other areas of our collections operation, such as negative checking accounts, auto loans and credit card late payments. We chose Temenos because it offered that consolidation.”
One benefit has been in the customer experience.
Before, we had to hand over customers between systems and have staff available who were specialists in each area. Now, no matter what their case is about, our staff can manage it all from Temenos. That means we serve our customers better and save lots of time too.”
Melanie Robinson, Recovery Solutions Manager at All In Credit Union
Experts Not Required
That switch has been enabled by the usability of the software, says Melanie “Configuration doesn’t require any technical experience, and the interface is very intuitive. I remember when we first deployed Temenos, I was there doing the configuration for our go-live, and I was amazed how easy it was to just tailor everything to our needs. We could set up a workflow for this function or set up cases for this function. It just turned our world around.”
This is replicated whenever a new starter joins the team. “They can get up to speed really quickly. They learn how to use Temenos faster than any other solution we have.”
Ease of use, together with the decision to deploy Temenos in the cloud, has had a knock-on benefit to the rest of the business, explains Melanie.
Because we don’t have to rely on IT support, it frees up that resource for other departments. And if we do have an issue we can’t deal with, we just submit a ticket to the Temenos support desk, and we get a response really quickly.”
Melanie Robinson, Recovery Solutions Manager at All In Credit Union
This echoes her experience during the go-live phase. “Our Temenos consultant gave us great advice about who and how to train on the new system and explained all the functionalities. And he encouraged us to be proactive with questions and ideas. I’d share that advice. It’s no good having some of your people using the system effectively and others not.”
Time is Money
The impact of Temenos on the credit union can be measured in time, says Melanie. “Time is money. So, when you’re able to do something faster, it has a financial implication. And that’s precisely what we’ve achieved. Before Temenos, we worked late into the night – up to 9:00 p.m. – with paper files. Now, our day ends like a regular day should at 5:00 p.m.”
It has also had a positive impact on performance management. “From the platform, I can see which members of my team are performing at their best or who needs a little help.”
One Step Ahead
Always with one eye on the future of All In CU, Melanie explains that Temenos’ API architecture and established relationships with other financial software vendors, instills confidence that the platform can keep delivering.
Whatever we decide to do, we can do from the Temenos platform. It has the scalability and robustness we need to keep innovating and staying ahead of the curve.”
Melanie Robinson, Recovery Solutions Manager at All In Credit Union