A Revolution in Enterprise Search for Credit Unions?

COVID and Paused Digital Journeys Part of the underlying problem with search may be attributed to COVID and its aftermath. In some ways it discerned the value of having all documentation digitized and provided good rationale to accelerate digitization efforts for any documentation that still resides in paper format. However much planned digitization was dampened for many organizations such as credit unions. Any deficit in digital documentation becomes an actual liability to credit union operations and, subsequently, customer service. For any credit union, customer relations are fundamental. Customers expect that staff can answer questions immediately without fumbling through paper, without being told, "we'll get back to you." Superior customer relationship further justifies the need for full-scale digitization of the large bulk of all the documentation that supports credit union members. Credit Unions are in different stages in their digital journey, from entirely digitized to completely paper based. But digitization is crucial to customer relationships and support. Wide-scale documentation is the goal to use robust search technology and search documents and information and serve members. When documents are digitized, they are fully searchable using the best search technology. Robust Search Technology: A Different, Better View Keyword content search engines typically display a long list of results as a list view. Document content must be read and reviewed. Opening and closing search results to find specific information is time-consuming and frustrating. Conversely, searching images is hundreds of times faster than reading text. A classic example of this remarkable capability is locating "just the right" photo from hundreds of pictures on one's mobile phone to share with someone quickly. A more effective viewer uses progressive panels to display search results and document pages as visual thumbnails. The final panel shows the entire page that one wants to read at length. This simultaneous display recreates the analog viewer user experience with paper documents, reducing the current inordinate amount of time needed to review search results. Because credit union workers are usually familiar with which documents they are looking for, they can quickly locate needed information within pages using one's innate pattern recognition capabilities. By integrating such capability into a viewer, relationship managers provide superior customer engagement by answering questions in almost real-time and viewing all available documents for customers across the credit union, preventing requests for duplicate submissions and frustrating customers. Fortunately, changing the enterprise content search process by bringing humans into the review process does not necessitate an entirely new ECM system, nor does it undermine current indexing structures and strategies. Changing the document to one that can display search results as images in a conducive review format can be enough to accelerate the review process. Collecting the Dividends of Robust Search Technology Many credit unions are unaware that the next-gen Viewer and Display system is available at a nominal cost that does not interfere with their existing systems. The new Viewer technology requires minimal IT intervention and user training to get started and can be installed and up and running within two to four weeks. Finding information on demand, right when required, is sometimes difficult and a significant productivity drain with digital....-->

Credit union staff often fall prey to a search and "findability" problem

For knowledge workers at credit unions, finding the precise information necessary for loans, transactions, and many other services is essential to providing superior customer engagement and operational efficiency. The Problem with Quickly Finding the Right Information at the Right Time Traditional content search problems are too often unaddressed, as credit union managers experience issues daily. Members need...

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