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Article: On The Same Page II; Tool Consolidates Info At Touch-Points.(Technology)
- Article from:
- Credit Union Journal
- Article date:
- November 9, 2009
CopyrightCOPYRIGHT 2009 SourceMedia, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Byline: Ray Birch
INDIANAPOLIS-When members contact FORUM Credit Union, they now get faster answers to questions, more accurate information, and are effectively cross sold-and it didn't cost the CU a dime.
That's because FORUM is saving 20% a year on costs to support the technology that drives its member contact solution-the call center, chat, e-mail, telephony, and interactive voice response. FORUM reduced those expenses by eliminating five separate software solutions and vendors to drive those systems in favor of one, which allowed it to easily mesh its MRM tool with its member-contact touch points.
The change is driving up member satisfaction ...