Executive Summary
CU-Interface mpowered provides a core processing solution for credit unions, offering an all-inclusive system called “mpowered” that integrates Loan Origination, Mobile and Web Applications, Member Relationship Management, Tax Reporting, Accounting, and Collections. Based in Richfield, Ohio, CU Interface operates with a small but dedicated team of under 30 employees.
The Challenge
Before partnering with Zenatta, CU Interface faced significant challenges in tracking escalations and gaining visibility into tickets spread across multiple departments. The team struggled with utilizing Zoho effectively, particularly in building usable reports that delivered meaningful data. While the company had access to out-of-the-box metrics, these did not fully meet their needs. There was a clear need to develop a deeper understanding of Zoho’s capabilities to create actionable insights and improve operational efficiency.
The Implementation
Zenatta’s implementation focused on Zoho Desk and Zoho Analytics to enhance visibility and optimize workflows. The key areas of improvement included:
- Optimizing Zoho Desk Usage – CU Interface was already using Zoho Desk but lacked proper setup and workflows, leading to inefficiencies and lost tickets. Zenatta helped them correctly configure the system, ensuring seamless tracking and reducing gaps in communication.
- Enhanced Visibility through Zoho Analytics – The team had previously relied on Excel spreadsheets for reporting, leading to disorganized and fragmented data. Zenatta migrated these reports into Zoho Analytics, creating structured dashboards that provided real-time insights and automated reporting.
- Automated Ticket Reports – CU Interface needed a system to send regular updates to credit unions on the number of tickets handled and resolution times. Zenatta automated these reports, ensuring consistent tracking and communication.
- Scalability & Transition to Zoho One – Initially, CU Interface was using separate Zoho applications, which limited their ability to fully integrate processes. Zenatta provided guidance on migrating to Zoho One, outlining the benefits of a unified system while fixing concerns about potential data loss.
The Results
Through Zenatta’s expertise and training, CU Interface achieved substantial improvements:
- 50% reduction in ticket resolution times compared to the previous year.
- 80% reduction in escalated ticket times, improving operational efficiency.
- Clearer, data-driven decision-making through optimized dashboards and automated reports.
- Stronger adoption of Zoho applications, with plans to expand into Zoho One for full integration.
“Until our engagement with Zenatta, Zoho was not something I would have recommended to a peer. We were actually looking at other options. However, Zenatta completely turned that around. Their team, especially Landon, has been incredibly helpful and accommodating. The training and support we received transformed our use of Zoho, giving us meaningful data, real-time insights, and a more structured approach to our operations. We are now excited to expand into Zoho One and see what more we can achieve.”
— Christian Dabney, Escalations Manager, CU Interface
