Case Study: TruMark Financial Credit Union reduces compliance audit time by 80% with ProcedureFlow

How TruMark Financial reduced compliance audit time by 80%

TruMark Financial Credit Union, a large and heavily regulated financial institution, struggled with complex procedures and lengthy knowledge base articles that confused agents, slowed call handling, and increased support tickets. Its Member Services team also found that cheat sheets were hard to maintain, making it difficult for employees to quickly access accurate information during member interactions. TruMark Financial turned to ProcedureFlow to improve procedural knowledge management and streamline how agents find and use information.

ProcedureFlow helped TruMark Financial map its most complicated processes and replace scattered physical cheat sheets with a single, easy-to-update system. The solution improved agent self-service, reduced support tickets, and made new employees more confident and proficient faster. Most notably, TruMark Financial used ProcedureFlow to cut compliance audit time by 80%, while also speeding process updates and improving the overall member experience.

TruMark Financial Credit Union

Christine Bollendorf

Assistant Vice-President, Member Services Operations