United Federal Credit Union eliminated a major bottleneck by replacing manual triage with intelligent automation and smart routing. Tickets now reach the right teams faster, delivering 20–25% more efficient triage and freeing technicians to focus on resolution, not administration.
With AI-powered ticket summaries, what once required 5–10 minutes of reading now takes technicians just 10–20 seconds to grasp. That reclaimed time, multiplied across every ticket every day, adds up to meaningful gains in both speed and service quality.
What started as an ITSM implementation quickly expanded into a full Enterprise Service Management solution. Today, departments including cards, facilities, and commercial loans use TeamDynamix to manage work, making it an enterprise-wide platform, not just an IT tool.
Industry: Financial Services
Previous System: Cherwell
For years, United Federal Credit Union relied on its previous IT Service Management (ITSM) platform to run core IT operations. But over time, the system became increasingly difficult to maintain, slow to adapt, and frustrating for both IT teams and employees.
“It was a product that required a lot of care and feeding,” said Fred Barclay, IT Engineering Manager. “It never really evolved with the times.”
As a financial services organization undergoing rapid growth and regular audits, United Federal Credit Union needed a more modern ITSM platform for improved workflow and automation, more complex integration, and more versatile reporting.
Their previous platform, Cherwell, was limited in these areas, making it difficult to evolve and modernize. Simple changes, like adding a form or updating an integration point, were manual, cumbersome, and heavily dependent on tribal knowledge that had eroded as administrators came and went.
Poor usability also impacted adoption as employees had largely abandoned the service portal altogether, defaulting to emails and direct service desk requests.
The team reviewed several major vendors, including ServiceNow, JIRA, Freshservice, and TeamDynamix. They weighed functionality, complexity, and long-term sustainability as key factors in vendor selection.
It was critical that the platform could easily scale for Enterprise Service Management (ESM) and offered the ability to create complex automations as well as enterprise-grade integration.
“TeamDynamix stood out,” explained Barclay. “The platform provides the power and flexibility we need, without the administrative overhead of the larger service management platforms.”
For Barclay and his team, that balance of powerful capabilities combined with ease of administration made the decision clear.
TeamDynamix ITSM is intuitive, flexible, and full of features and functionality that can scale, but at a level that’s easier to administer, not requiring ServiceNow-level staffing or cost to maintain, Barclay explained.
That balance of powerful capabilities combined with ease of administration made the decision clear.
Once the credit union went live with TeamDynamix, the service desk began seeing immediate operational improvements.
Automation and intelligent routing now direct tickets to the right teams without manual triage, while workflows enrich requests with relevant information before they reach technicians, according to Barclay.
This has significantly accelerated how quickly requests are processed and resolved.
“We’re seeing 20–25% more efficient ticket triage thanks to the automation and intelligent routing,” Barclay said. “Requests get to the right teams much faster, which has removed a major bottleneck for us.”
Automation also supports recurring information security requests and more efficient triage for the IT security team, improving both speed and accuracy.
One of the most impactful improvements has come from AI-powered ticket summaries.
Barclay highlighted the impact of TeamDynamix’s AI ticket summaries on day-to-day management.
“The AI ticket summaries are amazing,” he said. “What used to take 5–10 minutes to read through now takes about 10–20 seconds to understand.”
By leveraging AI, the team is able to accelerate resolution time and deliver a great customer experience.
The most immediate and visible improvement came from the customer portal.
“We love the customer portal,” Barclay said. “With TeamDynamix, we have a completely custom portal. We are seeing a lot of engagement and use by employees now.”
The new portal enables fast communication around outages, quick status updates, and self-service interactions that employees prefer over emails or phone calls.
Reporting was another major differentiator when it came to TeamDynamix.
According to Barclay, reporting was one of the biggest pain points for the IT team on their previous ITSM system, as they were constantly asked to create custom reports. Even basic reports required IT involvement and could take days to produce.
Now, managers build their own dashboards and reports independently.
“The reporting in TeamDynamix is absolutely amazing,” Barclay said. “Anyone can quickly and easily create reports. It’s incredibly powerful. IT doesn’t have to be a gatekeeper anymore.”
What began as an ITSM implementation has grown into a broader deployment across the business as Enterprise Service Management. Today, departments, including cards, facilities, and commercial loans, use TeamDynamix to track and manage work.
“We use the platform to manage work and requests across the business now,” Barclay said. “This isn’t just an IT solution.”
“We’re seeing 20–25% more efficient ticket triage thanks to the automation and intelligent routing. Requests get to the right teams much faster, which has removed a major bottleneck for us.”
Rather than simply configuring the platform and walking away, TeamDynamix consultants worked closely with United Federal Credit Union’s team to ensure they understood the system deeply and could fully own it after go-live.
“The implementation process really prepared us and held us accountable to know the product before we started,” he said. “It really set us up for success.”
“Whenever I have a question now, the TeamDynamix team is very responsive, and our time with Professional Services has been fantastic,” Barclay continued.
For United Federal Credit Union, the move from Cherwell to TeamDynamix was not just a technology upgrade; it was a shift toward a platform that accelerates service delivery, reduces manual effort, and gives teams immediate access to the insights they need.
“Cherwell did enough, but it never delivered value,” Barclay said. “With TeamDynamix, everything has exceeded expectations in spades.”
