| Technology Documents |
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Voice of Customer - Silver State Credit Union
Inconsistencies between the different member statement systems meant that members would receive slightly different versions of their documents depending whether it was viewed online, printed and mailed, or reprinted in one of the branches. “When we wanted to reprint from an archive it was a completely different system and there was a large issue with reprints,” says West. “Tellers were providing a different copy of the statement with subtle differences; maybe the logo moved from the left to the right, maybe the checking account appeared before the savings account, but it was not consistent.”
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Voice of Customer - Nutmeg State Federal Credit Union
You would think a financial institution with such a long history would be buried under stacks of paper, but just the opposite is true. NSFCU has recently begun to eliminate paper by offering electronic statements to its members. Once they opt-in to e-statements, members are given access to a fully customized portal where they can view, download, and print their statements, and peruse a complete history of their activities and transactions.
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Voice of Customer - Hoosier Hills Credit Union
Hoosier Hills Credit Union recently adopted Statement2web, a Cloud-based managed service from OMI, to manage electronic member correspondence. While the credit union had experienced some success with electronic statements in the past, Perdue says that their existing solution did not offer the tools and resources they needed to take things to the next level. “We already had a solution, but it didn’t really offer the flexibility or capability to do new things; things that we knew we needed to do. With OMI we were allowed to take things to the next step.”
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8 Reasons to Use a Third Party Outsourcing Provider
For businesses of all sizes and in nearly every industry, call/contact centers now play a central role throughout the customer cycle – from identification to acquisition and service. A dynamic contact center orchestrates resources and capabilities to align with customer expectations and business objectives. It enables organizations to rapidly respond to the changing dynamics of member service and the business environment.
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eCommunication Adoption Strategies and Best Practices
Many organizations offer electronic statements and paperless correspondence to their customers. But despite advances in online technology, and in the face of popular sentiment to “be green”, most continue to struggle to increase paperless adoption. The aim is to save trees, save money, and improve customer communications; but the key to success is getting customers to opt-in to the idea of going paperless.
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The "Branch of the Future" is Happening Now at Hanscom Federal Credit Union
The “Branch of the Future” is Happening Now at Hanscom Federal Credit Union. Advances in technology have dramatically altered the needs and expectations of credit union members. While the number of delivery channels has grown to include ATMs, online banking and mobile banking, a branch is still the first choice for specific types of transactions, in particular, when a member wants to speak to someone to seek advice, to apply for a loan or to complete a complex transaction.
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Bottom Line Results with CU Knowledge Solutions™
South Carolina Federal Credit Union utilizes PinPoint to improve member retention. A primary goal for South Carolina Federal Credit Union (SC Federal) is to ensure the safety and soundness of the institution. Early in 2009, the management team determined that member retention was an initiative that would help address this goal.
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The Four Keys of Client Retention
There are four keys to successfully reducing your attrition. Hopefully, these steps will make it easy for you to see what must be done with a retention program to impact your financial institution’s growth in a big way.
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CU Switches Call Center Vendors, Reduces Operational Expenses
“This system has worked really well for us. Currently AnyHour Solutions takes about 50% of our calls during business hours and 100% after hours. It is really a great solution for both our members and staff.”
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Outsourcing Contact Center Call Monitoring/Coaching: Benefits to your credit union
If you ask any contact center expert if call quality monitoring is important, they will most likely answer that not only is it vitally important, it is mandatory. The fact is if your credit union has more than a couple employees taking member phone calls then you can likely justify an ongoing call quality monitoring program.
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3 point shot: Credit union scores happier members, faster processes, and satisfies compliance initiatives
Although STCU had evolved over its 75 year history, the credit union’s departments relied on disjointed applications, manual tasks and paper-based processes. As the credit union grew, these slow and costly systems led to problems across the organization. Member service delays increased. Completing a process from start to finish often required a combination of inconsistent manual and electronic tasks that needed to be performed across disparate systems. Compliance risks increased because records management was time consuming and at risk for human error.
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Alaska Credit Union Uses Electronic Capture to Take on Check 21
Before implementing OnBase as its Check 21 solution, Denali Alaskan used a courier service to get its checks across remote Alaskan locations. Now, checks are batch scanned and stored in OnBase.
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Cost Comparison of Insourcing vs Outsourcing Contact Center Operations
The recession has pressured many credit unions to reduce operational expenses and discard many capital-intensive projects. Even before the "Great Recession," credit unions were increasingly looking to outsource many aspects of their operations because it meant that they did not have to invest in or maintain costly internal resources.
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What is The Collaborative Contact Center?
The majority of credit unions consider service to be their most important product. In order to provide stellar service to their members - many of whom may be geographically dispersed - credit unions must be available through a variety of communication methods: telephone, email, fax, chat or in person.
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Amplifying Lending - One Channel at a Time for Consistency, Scalability and Competitive Differentiation
The past several years have marked a period of tremendous shifts and advancements in technology for the credit union industry.
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Philadelphia FCU Slashes Both IT Costs and Time to Market with Episys
Technology should be an enabler, not an inhibitor, of a credit union’s growth goals and member service objectives.
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Fresh Starts: How to Pull Off a Dynamite DP Conversion
In terms of technology projects, data processing conversion is undeniably the most ambitious and far-reaching endeavor that a credit union can engage in.
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Web Application Vulnerability Testing
In order to understand what web application vulnerabilities are and why testing web applications is important, you must first have a basic understanding of how Internet security works.
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Approaching an IT Audit
Performing an IT audit can be a daunting task even for the most seasoned internal auditor. This is usually because Information Technology is not traditionally Internal Audit’s strongest subject area. Computers, networks, and data topics are usually left to the IT people in a back office somewhere.
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Do We Always Treat Information Like Cash?
Little time passes these days before we hear news of yet another breach of personal data. The cyber security industry is nearing $80 billion in annual revenues, and pundits abound in every major newspaper and Internet media outlet in the land.
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Progressive Maryland Credit Union Implements State-of-the-art Communications Platform
The National Institutes of Health Federal Credit Union (NIHFCU) is a progressive $350+ million credit union headquartered in Rockville, Maryland. Because of their excellent member service and complete line of products and services such as consumer loans, credit cards, mortgage/home equity loans, secured interest-bearing savings, checking and investment accounts, NIHFCU has grown to become one of the largest credit unions in Maryland.
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Unified Communications System Significantly Boosts Member Service Levels at Los Angles FCU
When it came time for Los Angeles Federal Credit Union (LAFCU) to replace their eleven year old phone system, they knew that they wanted to take their time and be 100% sure that this major overhaul would serve their nearly 150 employees well.
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Numerica Credit Union Enjoys Tremendous Efficiency Gains After Implementing Interactive Intelligence System
With more than 75,000 members spread across eastern Washington and northern Idaho, Numerica Credit Union has a big job on their hands supporting their geographically dispersed members.
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Chicago Patrolmen’s FCU Dramatically Improves Members Service with New Unified Communications System
The Chicago Patrolmen's Federal Credit Union (CPFCU) is a full service credit union solely dedicated to servicing the financial needs of Chicago Police Officers and their families. As a sole SEG credit union, CPFCU is able to maintain a laser-like focus on their members’ needs.
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More Time for Members + Faster Processes = Special Brew for CreditUnion
Anheuser-Busch might be best known for its quality beers, but Anheuser-Busch Employees’
Credit Union (ABECU) is best known for its exceptional member service. The credit union serves all employees, contractors and retirees of Anheuser-Busch companies and subsidiaries, including distributors. A Top 150 credit union in the U.S., ABECU has more than 100,000 members with locations across the country.
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Members, Regulations and Disaster Recovery – Oh My! Credit Union Faces Triple Threat
Some things never change. Even in its early days when the teller drawer was made out of a cigar box, Alcoa Tenn Federal Credit Union (Alcoa) has focused on member service. In the more than 70 years since it was founded, the credit union has grown to serve more than 18,000 members.
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Credit Union Invests in Better Storage, Member Service
In the midst of terrible economic times, not many people respond by donating their time to start a non-profit organization. Though that’s exactly how Whatcom Educational Credit Union (WECU) got its start. Founded in 1936 as Bellingham Teachers’ Credit Union in Whatcom
County, Washington, WECU has since grown and evolved into the county’s largest credit union with 11 branches and over 60,000 members.
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The Replicator Solution
There are three key areas of business continuity/disaster recovery from an IT perspective: data backup, restoration and protection. The Replicator utilizes multiple technologies to deliver a simple solution that addresses all three of these areas.
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Get Rid of Time-Wasting, Manual Tasks with Workflow
Workflow: Real Life ROI
There might not be a magic bullet moneymaker for financial institutions, but electronic workflow comes close.
Download the free white paper, “Workflow: Real Life ROI” to learn how you can use workflow to:
- Slash back office operations tasks like managing loan originations and new accounts
- Enforce business processes to keep records management consistent and stay in compliance
- Keep staff focused on high-value tasks like serving members or customers instead of chasing paper
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