Case Study: Boeing Employees Credit Union Customer Care With Confidence

BECU was founded in Seattle, Washington, in 1935, by 18 Boeing employees as a credit union to help themselves and other Boeing employees. Today, BECU now serves all residents in the State of Washington. With over 547,000 members and assets in excess of $8.4B, BECU employs approximately 900 people and operates 45 branch locations in western Washington. BECU has grown and changed with the times, but they have always remained true to their original founders‘ philosophy of people helping people and their not-for-profit status, ensuring all members get the best value for their membership.

The Member Care department handles numerous types of documents including consumer loan contracts for vehicles and homes, new membership accounts, wire transfers and basic correspondence received directly from their members or front line staff.

The majority of the documents collected at BECU's various branch locations are sent to the Member Care department for processing. These documents are received by fax, which is how most of their paper is generated. The volume and multiple touching of paper required significant time and resources.

BECU needed a solution that would streamline the everyday workflow coming in from its members and branch locations via fax, while eliminating or significantly reducing the amount of paper. While most documents needed access by everyone, some required limited access, so the solution also needed to provide visibility of received documents.