35+
systems unified
30 seconds
cut from support call time
Scaled
GenAI workflows
Improved
service quality
Partners
Breaking down data silos for personalized member service
Wescom Financial serves over 250,000 members and manages more than $6 billion in assets but faced challenges due to fragmented data systems. “We had several siloed systems. Data was very segmented and we couldn't get a clear, concise understanding of who the member was,” says Desigan Reddi, VP of IT Operations & Architecture at Wescom.
This fragmentation forced team members to navigate multiple disconnected systems, creating friction and slowing service delivery. Wescom’s goal was to establish a universal 360-degree member view by consolidating origination, servicing and communication data into a single, concise dashboard accessible to more than 700 agents.
To support its commitment to member service, Wescom sought to leverage AI-driven insights to comprehensively understand member interactions and identify call reasons at scale.
Building the data foundation with Informatica and Microsoft
In selecting technology partners, Wescom prioritized trust, proven performance and collaboration. “Informatica was a tried and trusted vendor, especially within the financial industry,” notes Reddi. “Informatica’s Intelligent Data Management Cloud (IDMC) platform offered unparalleled security and reliability, with proven successful use cases.”
Additionally, Wescom sought partners rather than mere vendors to support their goals. “We’re not out there looking for vendors. We’re out there looking for partners that could really help us along the way to establishing and completing our goals,” says Reddi.
They implemented Informatica Cloud Data Integration, supported by Microsoft Azure, creating a robust data movement and master data management foundation. This solution enabled Wescom to move and manage data effectively, preparing AI-ready data that is accurate, governed and contextual. Together with Microsoft’s CRM and data API platform, Wescom consolidated 35 siloed systems into a unified data warehouse, quickly delivering a 360-degree member view to frontline teams.
“We were able to achieve that at a phenomenal rate,” Reddi shares. Wescom continues to explore partnerships to modernize their SaaS MDM capabilities further, maintaining an evolving data management strategy.
Leveraging AI to streamline call center operations
After establishing a unified member view, Wescom focused on its Member Contact Center (MCC) efficiency, handling about 50,000 calls monthly. Call wrap-up times were a key bottleneck. Agents manually summarized calls, using acronyms and jargon only understood by MCC team members. “There were a lot of three-letter acronyms and only folks in the MCC themselves can understand what this wrap-up meant,” says Reddi.
Wescom used OpenAI to analyze entire call transcripts, generating concise 100-word summaries, plus quick dispositions within seconds. This saved approximately 30 seconds per call, speeding wrap-ups while improving clarity for other departments.
Other areas of the business now had a meaningful understanding of what the call was about, reducing the need for lengthy transcript reviews and enabling faster decisions. AI-driven insights facilitated more informed, responsive customer service.
Automating quality control for every call with AI
Wescom transformed MCC quality assurance by automating call scoring. Previously, MCC agents manually sampled calls and answered about 15 questions per call.
“We took that and had OpenAI actually answer those questions for us and rate calls on a scale from zero to five,” describes Reddi. Now every call is scored automatically for professionalism, resolution and first-call handling.
This comprehensive monitoring surfaced concerning calls swiftly, enabling timely training and procedure updates. “It allowed us to quickly identify gaps and address them rather than stumbling upon them at random,” Reddi notes. The AI-powered process boosted call quality and reduced manual effort significantly.
The path forward for AI adoption
Reflecting on their AI journey, Reddi underscores that data quality is foundational: “AI can only be as relevant and as accurate as the data that’s being fed to it. The number of hallucinations and such that you will get because of bad data increases exponentially.” He suggests starting with small, simple projects that clearly define outcomes to build proof of concepts and familiarize engineers with AI technologies.
Wescom also addressed credit union–specific terminology challenges, providing contextual information so AI agents understand terms unique to the industry such as “member,” “cosigner,” and “joint” alongside more common terms like “user” and “customer.”
Finally, Reddi believes that AI solutions must provide meaningful, tangible value to frontline users to drive adoption. “It’s not just providing efficiencies for the organization but also provides a meaningful experience for the team member.”
Wescom’s ongoing modernization plans include partnering to evolve their MDM SaaS capabilities, reflecting on their commitment to a future-ready, AI-powered member experience.
