Case Study: PSCU achieves doubled service capacity, faster responses and $300K+ savings with OpenText Assure from OpenText

PSCU leverages OpenText Assure to gain competitive advantage

PSCU, one of the largest U.S. credit union service organizations representing nearly 700 credit unions and serving more than 14 million cardholders, faced customer dissatisfaction and operational drag from manual, paper‑based request and fraud‑case processes that lacked visibility, tracking, and accountability. The Center for Process Excellence sought faster response times, better reporting and analytics, and a way to scale service delivery in a highly competitive market.

PSCU implemented OpenText Assure as a customer service platform and portal (TIMS) with smart routing, personalized agent workspaces and electronic case management. The solution doubled request volumes year‑over‑year without adding headcount, eliminated about 90% of paper usage, saved more than $300,000 through faster handling, cut a report‑related work queue by 30%, and enabled new process rollouts in roughly 25% of the previous time—while improving fraud‑case handling and business continuity.

PSCU

Danielle Hollis

BPM Developer, PSCU