We've always focused on service and a lot of our survey results say we do a great job, and so, as we're expanding into these new areas, we want to provide that same level of service without just throwing bodies at it, building that efficiency and automating and streamlining the process.
Digital Align's team has been able to offer so many suggestions that have been so helpful for us across the lending channels, and that comes directly from their deep credit union experience. The nice part about the discovery process – and automating the member lookup and ordering a flood certificate – is it's been proven that the automation works. We can see how the process works. so now we feel confident that as we move into all these additional tasks it will work well for us moving forward. That's how we will better serve our members.
We are growing fast and its evident that we need help in terms of adding more efficiency to our business processes to support of growth spurt and release our staff from mundane, repetitive and manual tasks to focus on providing the best service to SkyOne members.
After talking to folks who had worked with Digital Align and interviewing their current clients, gathering some very candid feedback, and talking to the CEO of Digital Align] and understanding his approach in how they deal with customers, for the size of our organization for the things that we want to do for the pilot, Digital Align was the right fit for the hands-on involvement that we needed.
We were always having difficulty keeping up with our mortgage volume that continued to grow due to lower interest rates. The tight unemployment market, particularly while looking at qualified mortgage processors or underwriters prevented the Credit Union from filling 10-15 roles it had planned.
We are handling the highest mortgage volumes ever in the history of Gesa Credit Union and increased our funding volume by 4X without adding any new staff and having current staff work from home with no overtime during pandemic.