Everwise Credit Union unifies 27 departments on Creatio

Everwise Credit Union has consolidated 27 departments onto Creatio’s agentic CRM, cutting some process times from 10 days to minutes and reducing process inefficiency by 40%. The Indiana lender is now using the new data foundation to roll out AI tools across member service, operations and marketing.

Why it matters: - Everwise Credit Union now has a single platform for member data and workflows across retail, operations and soon marketing. - The move gives the Indiana credit union a cleaner base for AI-driven service, automation and cross-sell recommendations. - Faster processes can improve member response times at a credit union serving more than 300,000 members.

What happened: - Everwise Credit Union unified all 27 departments on Creatio’s agentic banking CRM platform. - The rollout followed a CRM consolidation effort after Everwise rebranded from Teachers Credit Union in 2023. - Creatio said Everwise chose its platform over Salesforce and Microsoft based on flexibility, no-code configurability and the working relationship. - Jennifer Castaneda, vice president of banking platforms at Everwise Credit Union, said members expect the credit union to know them and remember prior issues.

The details: - Creatio’s Member 360 is live across retail and operations. - Any employee can now see a member’s full interaction history and request status in real time. - Processes that once took 10 days now finish in minutes. - Everwise says the platform has cut process inefficiency by 40%. - The marketing team is currently migrating to the same platform. - Business users can configure workflows without depending on developers. - Everwise validated requirements across all 27 departments before implementation.

Between the lines: - Everwise is taking a crawl-walk-run approach to AI rather than automating first and fixing data later. - Castaneda said AI can only improve what current processes already support, making the foundation a priority before the AI rollout. - The credit union’s approach reflects a broader shift in financial services toward unified platforms that connect member data and standardize operations.

What’s next: - Everwise plans to add summarization agents to reduce manual data entry. - Predictive agents are slated to surface next-best-product recommendations and referrals. - Autonomous onboarding workflows are planned for repeatable, low-risk processes. - Compliance, data quality and user adoption remain gates before any workflow goes fully autonomous. - The marketing migration will continue as the organization extends the same CRM foundation across more functions.

The bottom line: - Everwise is using CRM consolidation as the launchpad for AI, not the other way around. - The result is a faster, more standardized operating model designed to scale personalized service across a large member base.