Easing the burden
Red Canoe gave members who were struggling an opportunity to skip payments during the pandemic. The credit union’s collections department was overwhelmed by the response. Members emailed pictures of documents that they had taken on their phone, and staffers weren’t clear on what was being done, and by whom, for each project.
The OnBase integration for DocuSign “was a huge benefit” to that team, and the impact was immediate, Ellis said.
Simplifying the process
Electronically signed documents return to OnBase automatically. The solution notifies employees when the status of a document changes, eliminating any guesswork and speeding up the process for staffers and members. “I think there’s less confusion on where the documents are and who needs to handle them,” Barker said.
Ellis can’t help but think what would have happened if Red Canoe hadn’t sped up its use of DocuSign at the start of the pandemic. The IT operations manager said the credit union’s loan processing and general business transactions likely would have dropped.
“It keeps you competitive in the market,” Ellis said. Serving members — “literally anywhere”
Now, members can sign documents on their mobile devices. A member who prefers to sign an agreement at one of Red Canoe’s branches can do so, and a spouse or partner can utilize DocuSign to keep the process moving.
“You don’t have to take time off work or figure out a time to come in together,” Barker said. “That’s been beneficial, too.”
Members, she added, are excited about the additional options.
“They get notifications just like we do, so they love the speed and the ability to do it literally anywhere,” Barker said.
The right information, in the right places
Red Canoe has been sending envelopes — collections of documents that can be compiled and shared with other OnBase users in the organization — for two-plus decades. In 2019, the credit union sent 1,300 envelopes. In 2021, with the OnBase integration for DocuSign now a membership staple, the tally increased to 12,000.
Red Canoe’s completion rate for the envelopes is about 85%.
“It’s been consistently that or better since we started it,” Barker said. “It shows that we’re getting the right information.”
Red Canoe has no plans to change as in-person interactions approach pre-pandemic levels. Members now expect to sign documents electronically. It’s part of an enhanced customer experience.
Still, Red Canoe’s new normal will have a couple of familiar elements: Hyland and OnBase.
“You’re not left alone and floating aimlessly in this big sea of information,” Barker said of working with Hyland. “You don’t have to be this technical person, and the end users don’t have to be technical people, either. It’s super user friendly.”