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Efficiently serving credit union members in today’s online environment requires a tech-focused platform and access to a robust technology team. Credit unions must ensure their technology infrastructure meets essential user needs while supporting a modern experience. So when a large federal credit union was preparing for a global credit union merger event, they faced challenges adapting to the rapidly evolving digital landscape. With a limited internal team, necessary code upgrades, tech enhancements and integrations with CORE banking platforms were backlogged, affecting members’ user experiences. With the merger event’s deadline approaching, they reached out to UDig to have the support they needed to move quickly and modernize.
The federal credit union has had many modernization tasks to complete to improve their tech platforms and member experiences over the last few years. However, they were also experiencing a staffing shortage with their Software Engineering Project Team, which bottlenecked projects. They were stuck playing catch up rather than making necessary business enhancements like offloading older processes and systems to their modern EIP platform. Further, their credit union merger event placed increased pressure on their development timelines against an already pressing backlog of work.
The credit union was met with additional challenges:
These factors challenged the credit union’s ability to efficiently upgrade their technology while meeting the credit union merger event’s demands within schedule and on budget.
Once we began working with our client, we knew we had to ramp up quickly to help them meet their varied priorities. Our first goal was to ease the pressure of completing the number of incomplete coding projects holding them back from meeting other essential business upgrades.
Step 1 – Conduct discovery phase: To start, we needed to know the ins and outs of how they work and the technology challenges holding them back. We also identified the tasks their teams needed to complete and how we could integrate ourselves into their processes and workflows.
Step 2 – Boost capacity to complete backlogged projects: We quickly got to work on their backed-up projects and often were able to complete tasks within two days (instead of the expected 2-week timeline). During this step, we integrated seamlessly with their teams, communicated openly, and managed daily meetings. This efficient work environment resulted in our team completing 37 backlogged coding projects in a much quicker timeline than our client anticipated.
Step 3 – Make business upgrades: Once we helped our client catch up with their backlogged projects, we were ready to support their technology upgrades. We focused on the following:
Through this process, we helped coordinate and facilitate teams across multiple lines of business. We also completed the projects ahead of deadline, despite business pushing their deadline up by a month during the process.
Further, our support helped them:
Today, the now global credit union, has successfully modernized their systems and improved capacity across their business platforms — and met their merger deadline. Members now have access to joint-account sign-on matched with a modern mobile experience integrated back to the CORE banking platform. Their teams have improved processes for how they work and communicate through an agile method. With these modernizations in place, our client has paved the way for continuing to modernize as they work and fostering ongoing member satisfaction and engagement.
