First Tech Credit Union is a San Jose-based financial institution with more than $16 billion in assets. As the eighth largest in the country, it primarily serves tech companies and their employees, but still has a lot of manual processes in place.
“We’re very early in our automation journey,” says Mike Upton, the organization’s digital and technology officer.
First Tech had been deploying some robotic process automation, trying to replace paper forms, as well as using Salesforce.com for other automations. But these efforts all fell short.
The first problem was many of the bank’s processes cut across organizational and technological silos. Its existing point automation solutions were often unable to do the hand-offs.
For example, the process to send a domestic wire involved 105 different manual steps. “When we started mapping all that, we realized how many touch points and hand-offs there were.”