Metro Credit Union, the largest state-chartered credit union in Massachusetts, used the Docusign Intelligent Agreement Management (IAM) platform to automate its indirect auto lending workflow. By unlocking data from digital forms and syncing it directly with their Fiserv DNA banking system, they reduced manual staff labor from 50 hours to just 5 hours per month—a 90% reduction in operational lift. Read Metro Credit Union's full Docusign story here: https://www.docusign.com/customer-stories/metro-credit-union-turns-digital-efficiency-into-a-competitive-edge-with-the-IAM-platform *The Challenge: Digital on the Front, Manual on the Back* While Metro Credit Union had already adopted Docusign PowerForms to go paperless, the data collected was "locked" inside the documents. This forced staff to manually re-enter information from over 600 forms every month into their core banking system. This "manual fulfillment" became a massive bottleneck, costing the team 50 hours a month and stalling their ability to scale. *The Solution: No-Code Automation with Docusign Maestro* Metro Credit Union leveraged Docusign Maestro, a no-code workflow extension of the IAM platform, to bridge the gap between their front-end member experience and back-end operations. - Integrated ecosystem: Using Maestro and Glyue™, Metro created a seamless data flow where member information moves directly into the banking core the moment "Submit" is hit. - No-code flexibility: Without needing in-house developers, the team closed the loop on their digital transformation. - Enhanced security: By relying on Docusign’s secure infrastructure, Metro ensured that sensitive member data remained protected throughout the automated journey. *Key Results & Business Impact* - 90% efficiency gain: Manual workload dropped from 50 hours/month to just 5 hours of "supervising" the workflow. - Rapid implementation: Metro saw a 75% improvement in operating efficiency within just four weeks of going live. - Happier staff: By removing tedious data entry, employees are now focused on high-value tasks and member-facing strategy. - Competitive edge: The move allows Metro to compete with "the best of the best" by offering a friction-free onboarding experience. *Video Chapters* 0:02: From 50 Hours to 5: The Impact of Automation 0:13: About Metro Credit Union 0:23: The Goal: Automating Loan Contracting 0:28: The Problem: "Locked" Data and Manual Bottlenecks 0:43: Unlocking Data with Docusign IAM & Maestro 0:54: Freeing Staff for Higher-Value Work 1:15: Staying Competitive with Trusted Innovation

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