Customer Success

PSCU Improves Efficiency with Blended Learning through Xyleme


“The partnership with Xyleme has given us the tools to accomplish what we dreamed of for Blended Learning. It will also carry our vision into the future and enable significant outcomes for PSCU and our clients.”

Karlene Stewart, Vice President of Talent Systems & Operations

800 credit unions | One Authoring Platform


The Situation: Current New Hire Training Isn't Efficient

As in many call centers, turnover is high and the investment in training is substantial. Total Member Care (TMC), the business unit that services all the member credit unions, had a new hire training program which was comprised of four weeks of instructor led training, and lacked consistency across sites and facilitators. The business was desperate to improve the quality of the learning, reduce the length in the classroom, and create a more agile learning program.


The Solution: A Content Strategy Provides the Foundation For New Blended Learning Program

Together, Xyleme and PSCU defined a content strategy that allowed for the creation, quality assurance (review/edit), publishing, and distribution of learning content from a single source of XML. The intended outcome was to reduce or eliminate inefficiencies during the production cycle.


By centralizing content development and distribution efforts in Xyleme, administrative overhead was reduced. There are fewer handoffs between designers and subject matter experts and version control of documents is more easily maintained.


The Future: Moment of Need Delivery Via the Cloud

PSCU has been able to harness the power of Xyleme’s dynamic system to help them become more efficient not only with the improvement to the learning function in the call centers but also to establish a better way of creating and delivering content. As PSCU looks to the future, they are already fielding requests to revamp the learning in other business units. They consider this to just be the start of a bright, rewarding journey.

“When the regulations changed last year, we quickly located [content] everywhere that needed to be updated. That alone saved us hundreds of hours of work and gave us the confidence that we didn’t miss anything.”
Ann Gambaro
Director of Education Content Development | MBA Education | Mortgage Bankers Association