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SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011

SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011. Who We Are. FAIRWINDS is located in sunny central Florida, headquartered in Orlando $1.5 billion in assets 143,000 members 500 employees. The Problem:. Averaging over 30,000 calls per month into our call center

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SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011

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  1. SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011

  2. Who We Are • FAIRWINDS is located in sunny central Florida, headquartered in Orlando • $1.5 billion in assets • 143,000 members • 500 employees

  3. The Problem: • Averaging over 30,000 calls per month into our call center • “What’s your routing number?” • “Where’s the closest ATM?” • “I forgot my online password”

  4. The Problem: • This was causing longer wait times on the phone

  5. More Problems… • Our existing Google based search engine was inaccurate at best, comical at worst • A search for “hours” returned info about a checking account

  6. The Solution: • Find a robust web solution that could easily answer basic questions • If members tried it just once and received the correct answer, they would be more apt to use it again, and not call

  7. The Solution: • It was at this point that we actually stopped and read one of those SilverCloud emails that we were always getting

  8. Why SilverCloud?: • We found it to be the best way that members can easily find the information they’re looking for on our website

  9. What SilverCloud Did For Us: • Helped reduce call volume • Made our website more dynamic • Pointed out holes in our deliver and communication processes • Helped us better understand • what our members needs are

  10. 1. Reduced Call Center Call Volume • Almost 20,000 questions answered through the SilverCloud system since December 2010 • Distinct reduction in those “basic question” calls

  11. 2. Made Our Website More Dynamic: • Imagine this: your website can actually answer member questions • This makes your website more accessible, even if its not laid out well • Helps you deliver better service

  12. 3. Pointed Out Holes In Our Deliver And Communication Processes: • It tells you the questions you are being asked most • It tells you what your website is missing • It tells you what isn’t working well

  13. 4. Helps Us Better Understand What Our Members Needs Are: • It becomes a listening post • See what members are interested in • Spot potential service issues before they get too big

  14. Watch It In action: • www.fairwinds.org

  15. Now Get Questions Answered from Facebook: • www.facebook.com/fairwinds

  16. Stats: • Currently 300 questions and answers in SilverCloud • 10 questions make up 40% of the questions asked • 92% of the questions asked were answered • 20,000questions asked since December, 2010

  17. Keep It Relevant! Listen and Respond – monitor the process 2. Predict – promotions, conversions, seasons, product changes 3. Audit – current info, remove out of date info

  18. What Questions Can We Answer For You?

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