EMS Integration Team

Modernizing Member Service with Symitar and ServiceNow Integration

For credit unions, delivering consistent and efficient member service often depends on how well systems communicate. When core platforms like Symitar operate separately from ServiceNow, agents are left with fragmented workflows, double entry, and limited visibility.

The result is slower case resolution, increased staff frustration, and missed opportunities to deliver better service to members.

That’s where integration comes in. But it needs to be easy, secure, scalable, and built for the operational realities of financial institutions.

Enter the Symitar Spoke by EMS Consulting available on the ServiceNow App store. 

The Gap Between Symitar and ServiceNow

Many credit unions have invested in ServiceNow to modernize service operations. Symitar, the core system that handles transactions and account data, often remains disconnected from the service layer.

Without a real-time connection:

  • Agents toggle between systems to complete basic tasks like address updates.
  • Manual entry increases the risk of errors and compliance issues.
  • ServiceNow cases may not reflect current information from the core system, which leads to delays and inconsistent service.

Custom integrations are possible, but they are often slow to build and expensive to maintain.

What a Purpose-Built Integration Looks Like

The Symitar Spoke, developed by EMS Consulting, closes this operational gap with a solution designed specifically for credit unions. It creates a secure, bi-directional connection between ServiceNow and Symitar, allowing agents to both retrieve and update information without leaving the ServiceNow interface.

Common member requests become faster and more accurate, including:

  • Updating contact details
  • Submitting loan requests
  • Resolving transaction disputes
  • Viewing account-level data during service interactions

Because the spoke is tailored for financial institutions, it aligns with real-world processes, security expectations, and regulatory needs.

Why This Matters During Evaluation

If you are assessing how to expand ServiceNow within your credit union, integration with Symitar is often one of the biggest concerns. The Symitar Spoke removes that barrier and creates immediate value across service and operations teams.

You don’t need to automate everything at once. You can start with the high-impact workflows and scale gradually.

What to Look for in a Core Integration

As you compare integration options, consider:

  • Does it support bi-directional communication, or will agents still need to enter data twice?
  • Is it a supported product, or will it require ongoing custom development?
  • Does it address real, high-volume service use cases?
  • Is the integration team experienced in credit union operations and Symitar?

Next Steps

If your organization uses Symitar and is already on ServiceNow, or planning to be, now is the time to explore a better approach to integration. The Symitar Spoke allows you to simplify operations, reduce manual work, and deliver faster, more accurate service.

Let’s talk about your current workflows and show you what this solution can do.