CU-Interface mpowered – Reporting & Analytics Optimization Case Study
Industry: Financial Technology (Credit Union Software) |
Location: Richfield, Ohio |
Team Size: Under 30
Apps: Zoho One – Desk, Analytics, CRM
Executive Summary
CU-Interface mpowered provides a core processing platform for credit unions that integrates Loan Origination, Mobile and Web Applications, Member Relationship Management, Accounting, Tax Reporting, and Collections into one complete system. Based in Richfield, Ohio, CU-Interface operates with a focused team of fewer than 30 employees.
To better manage ticket tracking, escalations, and data visibility, CU-Interface partnered with Zenatta Consulting to overhaul its Zoho Desk configuration and rebuild reporting through Zoho Analytics. The result was a faster, more transparent support operation powered by real-time data and automated insights.
The Challenge
Before engaging Zenatta, CU-Interface faced challenges with tracking escalations and maintaining visibility into tickets across multiple departments. Reports were manually assembled in Excel, providing incomplete snapshots of performance. The team had access to Zoho’s standard metrics but needed actionable data tailored to their workflows.
“We had out-of-the-box metrics, but not all worked for us. We knew we needed to truly understand how Zoho worked and what we could do to build data that can turn into actionables.” – Christian Dabney, Escalations Manager, CU-Interface
Why It Mattered
Without reliable reporting, CU-Interface couldn’t identify trends in ticket handling or effectively communicate performance metrics to their credit union clients. A lack of clarity around escalated tickets slowed responses and reduced operational efficiency. Improving data flow and analytics was critical to sustaining service quality as the company scaled.
The Zenatta Solution
Zenatta worked closely with the CU-Interface team to strengthen Zoho Desk workflows and implement data-driven dashboards in Zoho Analytics. Training and ongoing collaboration helped transform their use of Zoho into a structured, measurable support operation.
- Zoho Desk Optimization: Refined ticket fields and department workflows for clear escalation tracking; added a “Critical” status with automated notifications for priority cases.
- Analytics & Dashboard Design: Replaced manual Excel reporting with automated dashboards showing ticket age, volume by credit union, and year-over-year trends.
- Cross-App Integration: Linked Zoho Desk and Analytics to enable real-time insights; resolved sync issues caused by a legacy admin connection.
- Reporting Automation: Configured scheduled reports to send performance summaries to internal teams and credit union partners automatically.
- Zoho One Transition Planning: Provided guidance for migrating existing apps (Desk, CRM, Analytics) into Zoho One, ensuring data continuity and scalable workflows.
“Through recurring meetings with Landon, we turned our reporting around with meaningful data, new dashboards that provide quick, usable information, and an overall clearer definition of Zoho and how it works at a base level.” – Christian Dabney, Escalations Manager, CU-Interface
Results
After Zenatta’s optimization, CU-Interface transformed its ticketing and analytics processes, achieving measurable efficiency gains and a stronger foundation for future automation.
- Ticket resolution times reduced by 50%
- Escalated ticket handling improved by nearly 80%
- Automated, real-time dashboards replaced manual Excel reporting
- Team confidence in Zoho restored—paving the way for Zoho One adoption
“Until our engagement with Zenatta, Zoho was not something I would’ve recommended to a peer. We were actually looking at other options. Zenatta completely turned that around—their team, especially Landon, has been incredibly helpful and accommodating. We now have meaningful data, real-time insights, and a more structured approach to operations.”
– Christian Dabney, Escalations Manager, CU-Interface
