Case Study: Central One Federal Credit Union streamlines operations and improves member experience with Panviva

Streamlined Operations Creates Better Member Experience

Central One Federal Credit Union, a growing federal credit union in Central Massachusetts, needed to modernize a fragmented and outdated knowledge base used by call center and retail banking staff. With changing policies, procedures, and regulatory requirements spread across disconnected sources, Central One lacked a reliable way to keep information current, track revisions, or support employees with critical forms and processes. Panviva’s cloud-based knowledge management platform was selected to help centralize this information and improve access to accurate guidance.

Panviva was implemented to streamline Central One’s top pain points, starting with sensitive procedures like death notification and then expanding to other forms and workflows such as address changes and ownership/user designation. The result was fewer errors, greater accountability, faster deployment of updated processes, and improved employee productivity and job satisfaction. According to Central One, Panviva helped reduce steps, eliminate inefficiencies, and improve the member experience, with members happier and work getting done right the first time.

Central One Federal Credit Union

Christine Bates

Assistant Vice President