Oct 20, 2021

A Holistic Approach to Business Process Improvement | A Case Study

Follow along as we outline the problems and solutions of one of our clients in this case study synopsis. Then, download the case study to learn more.

Documenting Indexing to power Process Automation

At Interra, the document and indexing structure was creating organizational difficulties, a common problem as institutions grow. Documents were organized by types that were specific to individual lines of business, creating duplicate types across the institution. This prevented documents from being shared across business groups. In addition, their existing document management system lacked proper keyword indexing controls to maintain complete and accurate indexing. Both of these problems led to the inability to find specific documents and to maintain clear document retention.

In short, the document management system (DMS) was ineffective in supporting efficient operations. Exception management was disconnected from document tracking, requiring staff to manually keep document and exception tracking in sync.

Interra also had a clear vision. They intended to go above and beyond the efforts of a document cleanup, setting their sights on the added goals of automating exception tracking; routing incoming documents to quality assurance and review queues; and improving their ability to manage collateral, especially as it related to managing collateral-level exceptions and tracking when collateral is cross-pledged.

The Integrated Document Management and Exception Tracking Solution

With these clear goals, Interra partnered with PROFORMANCE in 2020 to integrate, automate and accelerate business operations. PROFORMANCE set to work converting more than 5 TB of documents.


With PROFORMANCE, Interra is now able to aggregate member, loan, and share records from their core and their ancillary systems (mortgage origination, student loan, dealer lending, credit applications, etc.) within INFO-ACCESS, allowing users a complete view of membership accounts. Centralizing these records allowed business groups to work together to define common document types, exception management goals, and standardize reporting and workflow procedures. Business groups now use INFO-ACCESS to sync and share documents and exception tracking across the credit union.


Document keyword quality is kept complete and accurate on every document using PROFORMANCE’s host sync technology. New document types stay in sync with requirement tracking, allowing exception management to be powered by document imaging. This integrates two previously siloed processes. No matter how a document enters the system (real-time sync, nightly ingestion, or user upload), exceptions are automatically cleared.


With INFO-ACCESS and OnBase working in concert, daily operations like access to documents, document quality control, exception management, collateral tracking, and management reporting are streamlined. Interra continues to find ways to use these solutions to further improve operational processes. As their partner in this effort, PROFORMANCE is excited to continue accelerating their business efficiency.

Benefits of INFO-ACCESS

Download our case study to read about the following benefits in-depth.

  • All users have several easy-to-use tools (integrated with their core or available via OnBase or INFO-ACCESS) to retrieve and view documents.
  • Bringing together member records and document imports from many applications gives a complete membership accounting from account details to documents to exception tracking and more.
  • Lending teams can store documents for loans in process. When loans are booked from the core, documents automatically sync with tracked requirements to satisfy exceptions – no double handling.
  • Review queue provides a quality control/assurance module that streamlines the document review and approval process.

Download the case study.

Leave a comment

Recent Posts


Document Management

  • Integrated Exception Tracking
  • Automated Customer Notices
  • Document Review Queues
  • Easy User Uploads

Request your on-demand video, now.

Request your on-demand video, now.

Collateral Management

  • Granular, structured collateral tracking
  • Monitoring
  • Custom Data Collection
  • Reporting
  • and so much more

Customer Requests

  • Document collection driven by exception tracking
  • DMS integration
  • File-sharing, eForms, and eSign
  • DocuSign Integration

Request your on-demand video, now.

Exception + Document

  • Upload a document
  • Clear an exception.
  • Update work queues and management
    reports - simultaneously.
Great choice!
Where should we send it?

    For PROFORMANCE support, please email support@pf-inc.com or call (281) 292-9000.
    Please reach out if we can assist you in any way.
    Wayne Whaley, Chairman and President, wwhaley@pf-inc.com
    Tracey Sims, Chief Operations Officer and Product Manager, tsims@pf-inc.com
    Dora Compis, Systems Engineer Manager, dcompis@pf-inc.com
    Sign up yourself or your coworkers for our quarterly newsletters, InfoNews, to get
    the latest announcements, tips, tricks, and enhancement news.

    Additional user accounts may be requested by emailing Jill at jlococo@pf-inc.com