Case Study: PSCU (the nation’s largest credit union service organization) automates 71,000+ transactions a year with NICE Systems’ Employee Engagement Manager

RPA Eliminates the Impact of Dynamic Demands in the CUSO Industry

PSCU, the nation’s largest credit union service organization serving more than 2,400 financial institutions, had already improved schedule self-service with NICE Employee Engagement Manager (EEM) but still relied on manual analysis for intraday changes, VTO/OT offers and supervisor approvals. With 600+ agents and goals to reduce absenteeism and attrition, increase self-service hours and boost engagement, PSCU needed a way to scale automation and proactively target VTO and OT opportunities.

By piloting expanded EEM features, revamping training and rolling out mobile self-service, PSCU automated schedule swaps, real-time notifications and approvals—eliminating most back-and-forth for supervisors. Within six months participation hit 97%; EEM processed 71,000+ automatically approved transactions annually (85% auto-completion), delivered 110,000+ self-service hours, reduced monthly absenteeism by about 75%, saved the equivalent of 1 FTE in real-time staffing, and measurably improved employee satisfaction.

PSCU

Molly Walker

Manager of Business Excellence