Cost Reduction in
telecommunication
expenses
Member Support
Capacity across
branches
ROI with
implementation
costs fully recovered
•Isolated Branch Systems: Following a series of mergers, their ten branches were left with 4 different and disconnected phone systems, restricting internal collaboration and prevented transfers between branches.
•Limited Service Capacity: With only 1-2 lines per branch, members faced long wait times and disconnected experiences if they needed to speak with another PCU employee to resolve their issue.
•Growth Constraints: Adding new staff lines was nearly impossible, which actively impeded their ability to adapt and scale.
•Lack of Data: Unable to know who is calling their branch, the PCU team was forced to manually complete spreadsheet surveys following each interaction.
•One Guiding Principle: PCU’s priority is to live up to their commitment of personalized service, with an emphasis on person! This meant minimal use of an IVR and instead promoted members to speak with an agent as soon as possible.
•A Strong Foundation: Creating a strong foundation when adopting a new contact center enabled their team to resolve the immediate challenges, and ensure their team is able to continuously innovate in the future.
•Zero-Disruption Migration: Carefully planned transition from ten legacy systems to one unified platform without compromising member service.
•Continuous Optimization: Monthly strategy sessions to support PCU’s evolving member needs, as well as provide updates on the evolution of their systems and the market as a whole.
• Unified Member Journey: Members are finally able to be transferred between all branches and departments to create the connected experience that members expect.
• Data-Backed Decisions: PCU now automatically collects essential member data on each interaction and leverages this data to drive improvements for future interactions and projects.
• Financial Efficiency: Telecommunications costs halved while service capacity tripled, with implementation investment recovered in 24 months.
• Operational Flexibility: With remote work, PCU is now able to offer service during inclement weather and outside of working hours – without the need to physically be in their branches.
• Quality Assurance: Call recordings, SMS and email reviews enable targeted coaching for employees and consistent service quality for their members.
• Change Readiness: When implementing new banking platform, rapid queue adjustments and IVR updates successfully managed increased inquiry volume without the need to increase headcount.
“The implementation transformed not only our technology, but our entire approach to member service. We’ve eliminated the barriers between branches to function as one unified credit union truly. Beyond the significant cost savings, our ability to scale instantly and support our customers outside of traditional working hours and on weekends has proven invaluable during both planned changes and unexpected disruptions.”
Corey Colwell – Director of Technology and Innovation
For credit unions considering similar transformations:
1. Align technology decisions with strategic priorities – cost reduction, member experience, or omnichannel capabilities.
2. Involve both frontline staff and IT teams in requirement planning for comprehensive insight.
3. Prioritize maintaining the personal touch members expect from their credit union.
4. Ignorance isn’t bliss. Invest the time to become knowledgeable about your tech ecosystem and limitations.
Paxyl understands the unique challenges credit unions face in balancing digital transformation with member-focused service. Our partnership with Provincial Credit Union demonstrates how the right technology implementation can strengthen rather than diminish the personal relationships that define the credit union difference.
Discover how Paxyl can transform your member relationship center at paxyl.ca