in one platform
inefficiency
Everwise Credit Union is Indiana's largest credit union, and one of its most ambitious. Serving over 300,000 members through a full-service branch network, Everwise offers everything from personal checking to commercial lending. After a complete rebrand from Teachers Credit Union, the organization had a new name and a new mandate: to deliver the kind of seamless, relationship-driven member experience that today's members expect and that a fragmented technology stack couldn't support.
The answer was an enterprise-wide Creatio agentic CRM initiative spanning 27 departments and touching nearly every employee in the organization. Creatio's AI-native CRM platform gave Everwise the no-code flexibility and AI agents it needed to rebuild operations around the member.
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Key deliverables
True Member 360
A single, real-time view of every member interaction, request, and relationship — accessibleto every employee across all 27 departments.
Marketing Migration
Creatio's dynamic lead marketing form — built in direct response to Everwise's request — enables full migration of the marketing team onto a single platform.
End-to-End Case Visibility
Front office and back office connected in real time — so any employee can tell any member exactly where their request stands, the moment they ask.
Agentic AI Foundation
Processes re-engineered from the ground up to eliminate waste and friction — creating the clean data foundation that makes agentic workflows possible.
When 27 Departments Serve One Member Without a Single View
Before Creatio, Everwise operated the way most large financial institutions do — with silos. Servicing requests lived in disconnected queues. If a member called their branch to ask about a request they'd submitted the week before, there was no reliable answer. Staff would search across systems, make calls, and hope the information was accurate by the time it reached the member.
The stakes were higher than productivity. For a credit union, the relationship is the product. Members don't just want their problems solved, they want to be remembered. They expect that the institution they've trusted for years knows them well enough to pick up where the last conversation left off.
It's the year 2026. Our members expect that we know them. They expect that we've built up a good relationship with them, and if they come to us with a problem, they want us to remember it.
This expectation is the same across the industry, financial services are racing to meet customers where they are. Processing times for member requests that once stretched over days are no longer acceptable. Front-office and back-office teams, while each doing their jobs well, need shared visibility to deliver a seamless member experience. Everwise recognized this opportunity early and acted decisively.
An Agentic CRM for Relationships, Not Just Transactions
Everwise evaluated the field carefully (including Salesforce and Microsoft), both of which Jennifer had experience implementing. The decision to choose Creatio's AI-powered CRM came down to something that didn't show up in any product demo: the quality of the relationship.
My experience with Creatio has been so different than implementing the other platforms. I have a true relationship — not just with our client success manager, but with everyone in the organization. They understood our needs and they were able to deliver on that. For me, that's meaningful.
Using a scrum and agile methodology, Everwise launched an inception phase to validate requirements across all 27 departments — then moved into full implementation. Creatio's no-code CRM architecture was central to the approach: business users can configure workflows and processes themselves using Creatio's agentic automation. For the enterprise rollout, that flexibility wasn't a nice-to-have. It was essential.
AI Starts with the Right Foundation
The impact was immediate. With Creatio's Member 360 live across retail and operations (Everwise's two largest departments), the daily reality of serving members changed fundamentally. Any employee could now look up a member's request, see exactly where it sat in the process, and give a clear, accurate answer in seconds.
That change alone transforms the member experience. But the deeper impact was operational.
What was originally taking ten days is now taking minutes or hours. We've been able to streamline our processes and reduce inefficiency by about 40%.
The Right Foundation Lets AI Do Its Job
Everwise's AI journey didn't begin with algorithms. It began with discipline. Before deploying a single agent, the team made a deliberate decision: fix the foundation first.
AI is only going to take what we have with our current processes. If those are a little discombobulated, a little bit messy for the member, AI only knows and understands what that is. It was incredibly important to ensure we had a very strong foundation before we began our AI journey.
With clean processes and unified data now in place, Everwise is moving into the next phase: a deliberate crawl-walk-run approach to Creatio's AI agents. Compliance, data quality, and strong user adoption are non-negotiables before any workflow goes autonomous, a discipline that mirrors how the best enterprise CRM platforms deliver lasting ROI. What's coming next is significant.
The near-term roadmap is built around three categories of agentic capability:
Critically, Everwise's approach to AI is human-first. Agents are there to take manual work off employees' plates, so that time can be reinvested in the conversations, relationships, and moments of genuine care that no algorithm can replace.
We want our employees to understand that AI is there to help them — to take the time normally spent on manual tasks and reallocate it into serving members better and building stronger relationships.
The vision is a credit union that works like the best relationship banker you've ever had:one that knows you, remembers you, anticipates your needs, and responds before you even have to ask. Creatio's enterprise CRM platform with AI agents, no-code workflow automation, and a true Member 360 is the foundation that makes it possible. For Everwise's 300,000 members, that future is being built right now.
