Credit Unions typically have a myriad of systems for managing multiple applications and transactions behind their broad range of products and services. This is often a result of growth through acquisition, or sometimes through home grown expansion in services being offered, but regardless of the root cause, that myriad of systems makes building a holistic view of the business difficult as it hinders data availability and monitoring.

Customer service from the branch staff sits at the core of the Credit Union offering, but this requires them to be responsive and nimble, and this is only possible when you have the information at your fingertips to craft the customer experience. They also need an incentive program that rewards them for achieving results in line with the Credit Union’s goals. However, managing and updating performance metrics is made challenging by a wide range of systems that house that data, and a broad range of incentive plans personalized to different employee roles. Without a live view of their current incentive plan, motivating staff to strive towards short term goals is difficult.

S T A K E H O L D E R S

What makes these solutions unique are that they are produced with branch staff at the core as the primary users. Too often we see critical information being hoarded at the head office level. Our approach ensures data is available to support operational decisions, at the coal face, as staff need it.

Using the Qlik platform, we help Credit Unions extract data from all their source systems – often over a dozen separate systems per institution. We then merge this disparate data together and surface general operational reporting and analytic insights through interactive dashboards. The analytics are updated hourly or daily depending on the system, giving branch managers and employees a reliable centralized portal to monitor production and identify new client opportunities. What’s more, the process is fully automated, meaning analysts can spend more time discovering insights, and less time building reports. In terms of the staff focus to drive performance – Pomerol built a web-based incentive portal offering a live view into incentive tracking and bonus achievement for employees. Branch staff can see where they sit against their goals for the month and quarter, bonus earned so far, and the granular details of the actions that led to those bonus payouts. Accessed anytime via mobile, ‘gamifying’ the incentive experience for employees has driven engagement and boosted performance.

The app helped branches and their employees better understand their branches activity and production. It also let them compare their performance to other branches – this helped them operate more effectively – and guided them to areas they needed to improve on. For individual employees, the incentive monitoring provided a live snapshot of where thy stood against their incentive plan mid-month – meaning they could make changes to their behavior pro-actively to improve their own performance and achieve a higher reward.