Case Study: PSCU cuts new-hire classroom time to eight days and boosts time-to-performance with Xyleme

PSCU Improves Efficiency with Blended Learning

PSCU, the nation’s leading Credit Union Services Organization serving 800+ credit unions and 18 million cardholders, runs 24/7 contact centers that were hampered by high turnover and an inconsistent, resource-heavy four-week instructor-led new-hire training. Total Member Care needed a more agile, repeatable program that reduced classroom time, improved learning quality, and allowed easy reuse for refresher training.

PSCU implemented a blended learning curriculum using Xyleme’s single-source content management and delivery services—mixing web-based modules, simulations, instructor-led activities, and on-the-job support. Within a year the program was relaunched, classroom time was cut by 50% (saving an estimated $700K annually), quality scores rose 15% at 30 days, earlier floor readiness produced roughly $1.8M in potential additional revenue, and modules were reused across teams for refresher and cross-unit training.

PSCU

Karlene Stewart

Vice President of Talent Systems & Operations