Case Study: PSCU achieves operational excellence and faster, integrated reporting with Qlik

Beyond Reporting Creating Operational Excellence with Qlik

PSCU, a credit-union–owned payments cooperative serving more than 800 owner credit unions, faced a growing challenge: disparate, flat reports and limited cross‑functional visibility were hindering efforts to modernize call-center operations and deliver actionable insights. Data quality, accessibility, and understanding—compounded by strict PCI requirements—made it difficult to translate large volumes of transactional and contact‑center data into meaningful business intelligence.

PSCU partnered with Qlik to centralize and cleanse data, build a COO Dashboard and a suite of unit-level apps (including Member Experience and HR), and automate tailored NPrinting reports for agents, supervisors, and leaders. The solution now integrates 10–20 data sources, refreshes in as little as 30 minutes, supports performance management and emerging data‑science roles, and has shifted agents from weekly/quarterly reviews to daily insights—yielding early positive feedback and expected improvements in member experience and cost savings.

PSCU

Michael Dove

Vice President for the Center of Process Excellence