Escaping the paper quagmire

The Ohio HealthCare Federal Credit Union has deployed an enterprise content management (ECM) solution to improve process efficiency and member service in its front-line operations. The Dublin, Ohio-based credit union installed OnBase from Hyland Software in the spring and has already reaped benefits from the implementation, according to a recent press release from Hyland.

Credit union employees in three branches are using the ECM solution to scan, index and archive documents such as new member and loan applications. With the old system, processing a change request from a member would take five days. A formal request for the member's original paper application would be submitted to the home office, which would then search through storage to find the document. The home office would verify the member's statement and provide the branch with permission to make the change. With all the information stored in OnBase and accessible instantly to all branches, the credit union can process the request directly now, reducing response time to 15 seconds.

Bill Butler, president and CEO of Ohio HealthCare Federal Credit Union, says, "Over the last eight years, we began upgrading our internal systems, and it became clear that imaging and document management are key components to providing the level of member service required to be a serious player and avoid the merger list ... We knew we needed to implement OnBase if we wanted to enhance our member service and pull ourselves out of the quagmire of paper-based processes."