Robotic Process Automation can make your credit union more human

Atlanta Postal Credit Union has a new team member: Elle. She’s the one members interact with when uploading loan documents and checking their loan application’s status. Elle is not human.

Or even a living organism. Atlanta Postal Credit Union leverages Shastic’s robotic process automation to speed up the loan application process, as well as improve communication, resulting in happier members and team members.

Vice President of Lending at Atlanta Postal Desiree Hackett advised, “Once we embraced the technology, started rolling it out and improving it, it was easier for EVERYONE to embrace, because it made everything so much easier.”

That’s because it automated so many of the tasks, especially chasing down missing or incomplete loan applications, that members of the loan department were calling members about. Then waiting hours or days for a response. Elle simply texts the member, and because their often mail carriers on their routes all day long, they can easily text the necessary information back and don’t have to wait for their lunch break to respond.

The results are objectively remarkable – shaving member responses down from hours or days to just 4 minutes. And, according to Lending Manager Amanda Marchese, “Our members don’t even realize they’re talking to a robot.”

Shastic is continuing to add to its capabilities. In addition to its DocPush platform that Atlanta Postal is currently implementing – Amanda is super excited about that one – the mid-term roadmap includes intelligent document processing. Shastic Founder/CEO Joseariel Gomez even shared his ‘daydream’ with The Credit Union Connection regarding generative AI.

Watch the video for all the details, and as always, show notes below!

SHOW NOTES w/ Shastic and Atlanta Postal Credit Union

0:20 Say hi!

2:38 Humanizing RPA

5:24 Atlanta Postal shares the biggest misconception and hurdle for implementing RPA

6:25 Use cases and real-life results

8:18 RPA Aha moments for credit unions

11:07 Two out of three ain’t bad, plus the No. 1 bottleneck

12:25 Amanda’s fave

“It allows us to handle more applications before we (humans) even touch them.” – Amanda

13:53 Wheel in the loan process keeps on turning

14:29 Desiree shares a critical KPI #efficiency

17:54 You won’t believe the hours Atlanta Postal has saved each month

19:50 What’s next for Atlanta Postal?

20:53 Joseariel shares his secrets…

22:52 …and RPA daydreams (#scaryawesome)

24:31 LOTS of final thoughts