Case Study: Randolph-Brooks Federal Credit Union boosts member satisfaction with Digitech Systems PaperVision Enterprise

Randolph-Brooks Federal Credit Union - Customer Case Study

Randolph-Brooks Federal Credit Union, one of the largest credit unions in the southwestern United States, faced a significant challenge in retrieving transaction documents for its members. Its decentralized and inefficient system of burning documents to CDs led to a mandatory seven-day waiting period for requests, which caused low employee morale and poor customer satisfaction. To solve this, the credit union turned to vendor Digitech Systems and its PaperVision Enterprise solution.

Digitech Systems implemented PaperVision Enterprise, a digital document management system that replaced the CD archive. This allowed employees at any branch to instantly retrieve any document directly from their workstations. The solution dramatically improved member satisfaction by enabling requests to be fulfilled in minutes instead of a week. It also boosted operating efficiency, allowing staff to manage over 25,000 documents daily—a 400% increase—and simplified training for over 300 users.

Randolph-Brooks Federal Credit Union

Charlotte Norton

Vice President of Member Service Operations