AdvAnciAL fEdERAL cREdit Union
REALSOLUTIONS financial services
Advancial Federal Credit Union Document Management/Episys Integration Improves Member Service, Reduces Costs Advancial Federal Credit Union stands out among financial institutions for its innovative solutions that extend the ability to provide the best member service to 45,000 members. With $600 million in assets, Advancial's diverse services, including retirement accounts, auto loans, mortgages, credit cards and online banking services, are securely provided in a sound environment as illustrated by its 42nd consecutive Five-Star Rating from Bauer Financial Reports, Inc. In order to continue to provide superior service and lasting value to its members, Advancial recognized a need to reduce dependence on paper in document-driven processes. Paperless procedures would both mitigate the time to retrieve, process and transport paper and reduce costs for paper printing, storage and transportation. In addition, the inherent negative environmental impact of paper processes would be alleviated. Because Advancial’s main branch in Dallas was moving to a new location and the 1,800 square feet of storage space devoted to document storage—floor to ceiling—was going to be eliminated, the transition from paper-based to paperless processes needed to be rapid, targeted and compliant. After evaluating several different products, Advancial selected OnBase for its document management solution. OnBase’s proven abilities to integrate quickly with existing applications—including its core processor, Symitar Episys—even in a Citrix environment, its flexibility with file formats and its ability to document-enable existing workflows in a way that is intuitive to users made OnBase the clear choice. Developed by Hyland Software Inc., OnBase is an integrated suite of enterprise content management (ECM) software solutions, including core capabilities in document imaging, electronic document management, workflow, COLD/ERM and records management. Advancial turned to PROFORMANCE, an Authorized OnBase Solution Provider, to implement the solution. “The service we received during the evaluation process was
outstanding, despite the fact that we had a pretty aggressive schedule,” explains Gary Masters, assistant vice president, Special Services at Advancial.
OnBase Integration Extends the Benefits of Previous Investments
Because of its tight integration with Episys, Advancial noticed immediate results with the OnBase solution. “We went from a two day wait time—at minimum—to less than one minute to locate most documents,” states Masters. Any document that is produced from Episys or can be scanned is imported into OnBase as an electronic document, including member applications, driver’s licenses, change of address documentation (CAD) forms, accounting reports, cash letters and checks, to name a few. CAD forms, transaction receipts, application forms and some IRA forms are electronically produced by Episys and electronically signed by members at the teller window using Topaz Signature Gem T-L462-B signature pads. The signed documents are then submitted to OnBase without needing to be printed unless the member requests a copy. Outgoing cash letters are scanned using Canon Inc. DR-5020 production scanners, and member documents, such as driver’s licenses, are scanned at the branches using Card Scanning Solutions Scanshell 800N color scanners. With electronic images stored in OnBase for future reference, the need to make a copy of and file most documents is removed. Thousands of documents are captured every day at Advancial. “Any way we can collect an electronic document we do,” states Masters. Although import methods include ad hoc capture, such as scanning or importing electronic faxes, they also include automatic capture that can occur off hours using OnBase scheduled processors. Advancial even uses OnBase to extend existing processes with its third-party vendors, such as member statement procurement from its mailhouse, Lasertec. (continued)
AT A GLANCE By implementing electronic document management (EDM) enterprise-wide, Advancial Federal Credit Union improved its member services without increasing staff across 12 branches in Texas, Louisiana and Alaska. BENEFITS • Minimizes change management, increases efficiencies and time-to-value with integration with Symitar™ Episys® core processor • Reduces wait time for document retrieval from two days to less than one minute • Decreases risk and capitalizes on successful previous investment in Citrix®-enabled infrastructure • Avoids adding additional staff or resources to provide the quality and variety of member services that would have required three times the existing staff pre-OnBase • Eliminates the need for 1,800 square feet of commercial storage space • Reduces 20–40 full-time equivalent (FTE) hours per month in the accounting and Special Services departments • Windows®-based interface familiar to users, reduces training, increases satisfaction • Decreases hard costs for document storage, transportation and postage, printing, photocopying and destruction • Provides immediate, simultaneous access to electronic documents to multiple authorized users, regardless of location • Supports evolving compliance initiatives and fraud detection APPLICATION Member Services • Special Services • Accounting • Records •
COMPLEMENTARY PRODUCT INTEGRATIONS • Symitar Episys • Topaz Signature Gem T-L462-B signature
pads
• • •
MIRU Data System, Inc. MDS-2120 high speed scanners Canon Inc. DR-5020 production scanners Card Scanning Solutions Scanshell 800N color scanners
REALSOLUTIONS financial services
Member statements are automatically imported into OnBase from Lasertec output using the Document Import Processor (DIP) one of two ways, depending upon whether the member prefers an electronic statement only or a paper statement: • For electronic-only statements, Advancial uses OnBase DIP to automatically import the statements posted on Lasertec’s secure FTP site directly into OnBase; statements are then immediately available to members using Advancial’s member Web site. • For statements that are supplied to members in paper form, Advancial uses OnBase DIP to import the paper copies’ electronic counterparts provided on CD by Lasertec.
Because of Advancial’s integrations, many of the 125 employees from every department who regularly access electronic documents do not even know that they are retrieving the documents from OnBase.
Versatile Document Retrieval Mimics the Way Users Work
In order for tellers and Member Services staff to locate member documents, they use an optimized OnBase custom query form that allows a targeted search with specific keywords. The accounting department, however, needs more robust search tools for rapid retrieval of documents despite commonly missing search criteria, so Advancial implemented the OnBase Full-Text Indexing Server for Verity® module. Staff can use Verity in OnBase to instantly locate items with fuzzy searches that can find documents based upon relevance, proximity or thesaurus matches of the search criteria.
By storing all statements in OnBase as its backup, Advancial saves hard costs—including labor—for printing, storing and procuring statements and provides better, faster service internally and to its members without The implementation of having to change its business processes or OnBase has been priceless. vendor relationships.
“
For example if there is a question about a chargeback item made payable to a third party, but the account number was not There is no way we could provided on the check, Instant Document Access for members possibly deliver what we employees can use the Verity search to instantly and Employees O n B a s e p ro v ide s a are doing without hiring find the teller number of the employee who posted collaborative, auditable workspace for transactional three times more staff… it and when it was posted. From there it is very easy document processing that allows users to be and we wouldn’t be able to look through the teller transactions from that confident that they are day to find the electronic looking at the correct, to deliver as much. image of the check. The final version of certain efficiencies obtained documents. “This is an in the accounting end place for basically all of the workflows Assistant Vice President and Special Services s u r ro u nd i ng hu ma n Special Services departments allowed a reduction of 10–20 fullresources (HR), contracts, time equivalent (FTE) hours per month. legal documents, compliance and Business Relations,” explains Masters. Disaster Recovery and Compliance S t rat e g i e s S t re n g t h e n e d w i t h The centrally managed repository provides users Non-Proprietary File Storage self-service access to any document necessary Disaster Recovery strategies are supported for a business process, regardless of time of by the automatic file redundancy inherent day or location, without having to request the in the OnBase architecture with Disk Groups document from the Records Department. The that inherit security from the storage system, Citrix-enabled connection to OnBase is used by complementing Advancial’s existing security employees in the office, and the Web client is schemes. Also, security and disaster recovery available for remote employees, requiring only methods are not proprietary to the OnBase an Internet connection. Advancial’s member Web solution; IT staff can take advantage of security page also uses the OnBase Web Server as a back features and methods offered in a Windows® end, invisible to the user, but providing all of the environment. OnBase Disk Groups provide document features, auditable history and security the ability to fail-over to a secondary copy available in OnBase. of a document, should the original copy not
”
- Gary Masters
www.onbase.com ©Hyland Software, Inc. All rights reserved. v8002.42.30-003175
be available due to hardware maintenance, failure or natural disaster—without manual copying or programming. Although all documents are managed by the OnBase central repository, they retain their original electronic file formats and are not tied to specific hardware; if hardware options were to change in the future, the OnBase files would not be affected. Future Plans Include Check 21, Tax Forms, Virtual Safe Deposit Boxes By deploying an enterprise standard solution instead of multiple niche solutions, Advancial has reduced IT complexity, decreased overall cost of ownership for its document management solution and positioned the organization to be able to take advantage of the modular ECM solutions available within the OnBase suite. With an enterprise vision that can be rolled out as resources and needs arise, Advancial is able to consistently capitalize on its previous investments and benefit from the successful methodologies obtained in earlier departmental implementations, resulting in rapid rollout with reduced risk. Future implementation goals include a Check 21 initiative, which is a natural next step for the electronic document-enabled Advancial. “We are well positioned for Check 21,” emphasizes Masters. Other initiatives include increasing its integration with Episys and extending tax forms to be managed by OnBase. In addition, Advancial wants to make virtual safe deposit boxes powered by OnBase available to its members. With efficiencies that extend to every department, vastly increasing visibility into procedures and workflows while reducing both the frustration and time spent on rote tasks, employees are able to deliver a much higher level of service both internally and to Advancial’s members. “The implementation of OnBase has been priceless,” Masters asserts. “There is no way we could possibly deliver what we are doing without hiring three times more staff…and we wouldn’t be able to deliver as much.”
Advancial Federal Credit Union Document Management/Episys Integration Improves Member Service, Reduces Costs Advancial Federal Credit Union stands out among financial institutions for its innovative solutions that extend the ability to provide the best member service to 45,000 members. With $600 million in assets, Advancial's diverse services, including retirement accounts, auto loans, mortgages, credit cards and online banking services, are securely provided in a sound environment as illustrated by its 42nd consecutive Five-Star Rating from Bauer Financial Reports, Inc. In order to continue to provide superior service and lasting value to its members, Advancial recognized a need to reduce dependence on paper in document-driven processes. Paperless procedures would both mitigate the time to retrieve, process and transport paper and reduce costs for paper printing, storage and transportation. In addition, the inherent negative environmental impact of paper processes would be alleviated. Because Advancial’s main branch in Dallas was moving to a new location and the 1,800 square feet of storage space devoted to document storage—floor to ceiling—was going to be eliminated, the transition from paper-based to paperless processes needed to be rapid, targeted and compliant. After evaluating several different products, Advancial selected OnBase for its document management solution. OnBase’s proven abilities to integrate quickly with existing applications—including its core processor, Symitar Episys—even in a Citrix environment, its flexibility with file formats and its ability to document-enable existing workflows in a way that is intuitive to users made OnBase the clear choice. Developed by Hyland Software Inc., OnBase is an integrated suite of enterprise content management (ECM) software solutions, including core capabilities in document imaging, electronic document management, workflow, COLD/ERM and records management. Advancial turned to PROFORMANCE, an Authorized OnBase Solution Provider, to implement the solution. “The service we received during the evaluation process was
outstanding, despite the fact that we had a pretty aggressive schedule,” explains Gary Masters, assistant vice president, Special Services at Advancial.
OnBase Integration Extends the Benefits of Previous Investments
Because of its tight integration with Episys, Advancial noticed immediate results with the OnBase solution. “We went from a two day wait time—at minimum—to less than one minute to locate most documents,” states Masters. Any document that is produced from Episys or can be scanned is imported into OnBase as an electronic document, including member applications, driver’s licenses, change of address documentation (CAD) forms, accounting reports, cash letters and checks, to name a few. CAD forms, transaction receipts, application forms and some IRA forms are electronically produced by Episys and electronically signed by members at the teller window using Topaz Signature Gem T-L462-B signature pads. The signed documents are then submitted to OnBase without needing to be printed unless the member requests a copy. Outgoing cash letters are scanned using Canon Inc. DR-5020 production scanners, and member documents, such as driver’s licenses, are scanned at the branches using Card Scanning Solutions Scanshell 800N color scanners. With electronic images stored in OnBase for future reference, the need to make a copy of and file most documents is removed. Thousands of documents are captured every day at Advancial. “Any way we can collect an electronic document we do,” states Masters. Although import methods include ad hoc capture, such as scanning or importing electronic faxes, they also include automatic capture that can occur off hours using OnBase scheduled processors. Advancial even uses OnBase to extend existing processes with its third-party vendors, such as member statement procurement from its mailhouse, Lasertec. (continued)
AT A GLANCE By implementing electronic document management (EDM) enterprise-wide, Advancial Federal Credit Union improved its member services without increasing staff across 12 branches in Texas, Louisiana and Alaska. BENEFITS • Minimizes change management, increases efficiencies and time-to-value with integration with Symitar™ Episys® core processor • Reduces wait time for document retrieval from two days to less than one minute • Decreases risk and capitalizes on successful previous investment in Citrix®-enabled infrastructure • Avoids adding additional staff or resources to provide the quality and variety of member services that would have required three times the existing staff pre-OnBase • Eliminates the need for 1,800 square feet of commercial storage space • Reduces 20–40 full-time equivalent (FTE) hours per month in the accounting and Special Services departments • Windows®-based interface familiar to users, reduces training, increases satisfaction • Decreases hard costs for document storage, transportation and postage, printing, photocopying and destruction • Provides immediate, simultaneous access to electronic documents to multiple authorized users, regardless of location • Supports evolving compliance initiatives and fraud detection APPLICATION Member Services • Special Services • Accounting • Records •
COMPLEMENTARY PRODUCT INTEGRATIONS • Symitar Episys • Topaz Signature Gem T-L462-B signature
pads
• • •
MIRU Data System, Inc. MDS-2120 high speed scanners Canon Inc. DR-5020 production scanners Card Scanning Solutions Scanshell 800N color scanners
REALSOLUTIONS financial services
Member statements are automatically imported into OnBase from Lasertec output using the Document Import Processor (DIP) one of two ways, depending upon whether the member prefers an electronic statement only or a paper statement: • For electronic-only statements, Advancial uses OnBase DIP to automatically import the statements posted on Lasertec’s secure FTP site directly into OnBase; statements are then immediately available to members using Advancial’s member Web site. • For statements that are supplied to members in paper form, Advancial uses OnBase DIP to import the paper copies’ electronic counterparts provided on CD by Lasertec.
Because of Advancial’s integrations, many of the 125 employees from every department who regularly access electronic documents do not even know that they are retrieving the documents from OnBase.
Versatile Document Retrieval Mimics the Way Users Work
In order for tellers and Member Services staff to locate member documents, they use an optimized OnBase custom query form that allows a targeted search with specific keywords. The accounting department, however, needs more robust search tools for rapid retrieval of documents despite commonly missing search criteria, so Advancial implemented the OnBase Full-Text Indexing Server for Verity® module. Staff can use Verity in OnBase to instantly locate items with fuzzy searches that can find documents based upon relevance, proximity or thesaurus matches of the search criteria.
By storing all statements in OnBase as its backup, Advancial saves hard costs—including labor—for printing, storing and procuring statements and provides better, faster service internally and to its members without The implementation of having to change its business processes or OnBase has been priceless. vendor relationships.
“
For example if there is a question about a chargeback item made payable to a third party, but the account number was not There is no way we could provided on the check, Instant Document Access for members possibly deliver what we employees can use the Verity search to instantly and Employees O n B a s e p ro v ide s a are doing without hiring find the teller number of the employee who posted collaborative, auditable workspace for transactional three times more staff… it and when it was posted. From there it is very easy document processing that allows users to be and we wouldn’t be able to look through the teller transactions from that confident that they are day to find the electronic looking at the correct, to deliver as much. image of the check. The final version of certain efficiencies obtained documents. “This is an in the accounting end place for basically all of the workflows Assistant Vice President and Special Services s u r ro u nd i ng hu ma n Special Services departments allowed a reduction of 10–20 fullresources (HR), contracts, time equivalent (FTE) hours per month. legal documents, compliance and Business Relations,” explains Masters. Disaster Recovery and Compliance S t rat e g i e s S t re n g t h e n e d w i t h The centrally managed repository provides users Non-Proprietary File Storage self-service access to any document necessary Disaster Recovery strategies are supported for a business process, regardless of time of by the automatic file redundancy inherent day or location, without having to request the in the OnBase architecture with Disk Groups document from the Records Department. The that inherit security from the storage system, Citrix-enabled connection to OnBase is used by complementing Advancial’s existing security employees in the office, and the Web client is schemes. Also, security and disaster recovery available for remote employees, requiring only methods are not proprietary to the OnBase an Internet connection. Advancial’s member Web solution; IT staff can take advantage of security page also uses the OnBase Web Server as a back features and methods offered in a Windows® end, invisible to the user, but providing all of the environment. OnBase Disk Groups provide document features, auditable history and security the ability to fail-over to a secondary copy available in OnBase. of a document, should the original copy not
”
- Gary Masters
www.onbase.com ©Hyland Software, Inc. All rights reserved. v8002.42.30-003175
be available due to hardware maintenance, failure or natural disaster—without manual copying or programming. Although all documents are managed by the OnBase central repository, they retain their original electronic file formats and are not tied to specific hardware; if hardware options were to change in the future, the OnBase files would not be affected. Future Plans Include Check 21, Tax Forms, Virtual Safe Deposit Boxes By deploying an enterprise standard solution instead of multiple niche solutions, Advancial has reduced IT complexity, decreased overall cost of ownership for its document management solution and positioned the organization to be able to take advantage of the modular ECM solutions available within the OnBase suite. With an enterprise vision that can be rolled out as resources and needs arise, Advancial is able to consistently capitalize on its previous investments and benefit from the successful methodologies obtained in earlier departmental implementations, resulting in rapid rollout with reduced risk. Future implementation goals include a Check 21 initiative, which is a natural next step for the electronic document-enabled Advancial. “We are well positioned for Check 21,” emphasizes Masters. Other initiatives include increasing its integration with Episys and extending tax forms to be managed by OnBase. In addition, Advancial wants to make virtual safe deposit boxes powered by OnBase available to its members. With efficiencies that extend to every department, vastly increasing visibility into procedures and workflows while reducing both the frustration and time spent on rote tasks, employees are able to deliver a much higher level of service both internally and to Advancial’s members. “The implementation of OnBase has been priceless,” Masters asserts. “There is no way we could possibly deliver what we are doing without hiring three times more staff…and we wouldn’t be able to deliver as much.”
