Case Study: Centra Credit Union achieves 50% self-service ticketing and 30 hours/week saved with SysAid

Credit Where Credit Is Due at a Major US Financial Co-Op

Centra Credit Union, a not‑for‑profit financial cooperative headquartered in Columbus, Indiana that manages about $1.9B in assets for 184,279 members and employs 400+ people, faced a manual, time‑consuming ticketing system that put heavy pressure on its 20‑person IT organization. The legacy tool was cumbersome, offered no easy visibility of ticket status, and stood in the way of the cooperative’s push to become more digitally friendly and employee‑centric.

By implementing SysAid’s codeless Workflow Designer, Self‑Service Portal and automation, Centra automated routing and escalations, gave employees visibility into ticket status, and orchestrated workflows across up to 10 departments. The changes led to roughly 50% of tickets being self‑created, about 30 hours saved per week (with an additional ~10 hours from reduced duplicate tickets), and employee satisfaction rising to 4.8 out of 5, while SysAid adoption expands into other business units.

Centra Credit Union

Joshua Tolliver

IT Service Delivery Manager