BECU front-line employees were burdened with manual and complex processes, lengthy onboarding and training time, and over 40 applications to service a member. Left unchanged, these issues posed significant risks to employee satisfaction, quality of member experience, and perception of the brand. In line with its long-standing philosophy of “people helping people,” the organization embarked on an effort to identify the technologies and techniques of the new digital world that would modernize its systems and equip its frontline teams to serve members with greater agility.
West Monroe’s Digital Storm analyzed our processes, applied technology, prioritized opportunities, and built a plan in 5-6 weeks, not months, which aligns to BECU’s philosophy of continuous improvement for our members and employees.
Doug Marshall, SVP Retail, BECU