Voice of Customer – Silver State Credit Union
Mr. Bryan West
IT Applications Manager
Silver State Credit Union
A Consistent Member Experience Inspires Superior Member Service
Silver State Schools Credit Union adopts Statement2Web
Silver State Schools Credit Union, founded in 1951, is a premier financial cooperative owned and operated by its members. The Credit Union serves the educational community in the State of Nevada by providing “Excellent Member Service and Financial Solutions – for Life!”
Making a Statement for Exceptional Service
Silver State Schools Credit Union is continually looking for ways to enhance products and services for its 65,000 members. According to Bryan West, IT Applications Manager, the Credit Union recognized the need to consolidate a mix of systems and improve various process inefficiencies when it came to members’ statements to ensure continued exceptional member experiences.
“The old process that we had was deprecated,” explains West. “We installed our original statement system about six years ago and it was essentially two separate solutions; the solution that the member saw and the solution that all of our employees saw. Those two solutions were not synced.”
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.”
For Silver State Schools Credit Union, this inconsistency did not inspire the desired level of confidence in the marketplace amongst their members. “We believe that presenting a consistent image allows our members to be more confident of where they are keeping their money. And that’s really important,” says West. “Presenting the same exact statement, the same exact experience, to the member is just the right thing to do. It’s just the right way to service your member.”
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About Author:
Brad Banyas is CEO and managing partner of Outsource Management, Inc., a leading managed communications services provider.
About: Outsource Management, Inc.
OMI is a leading Managed Communication Service Provider that assists organizations in transitioning print communications to the paperless world. OMI’s Statement2web® a software as a service (SaaS) platform allows organizations to move transactional communications, such as statements, notices, letters and tax related communications to electronic mediums to reduce operational costs, improve marketing communications, better member relations, offer loyalty programs and services with focus on daily, weekly and monthly transaction communications.
Visit www.outsourcemanagement.com.
