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Empower Federal Credit Union “Just Ask Us”

Empower Federal Credit Union “Just Ask Us”. Presented by Karen Hotchkiss eCommerce Director. Core Processor Asset Size Membership Employees Branches . XP Systems $750 Million 82000 + 280 16. Empower Federal Credit Union Syracuse NY. Challenges.

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Empower Federal Credit Union “Just Ask Us”

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  1. Empower Federal Credit Union “Just Ask Us” Presented by Karen HotchkisseCommerce Director

  2. Core Processor Asset Size Membership Employees Branches XP Systems $750 Million 82000 + 280 16 Empower Federal Credit Union Syracuse NY

  3. Challenges • Increase Operating Efficiencies • Reduce Expenses • Provide a Consistent Message Across Various Touch points • Improve Accuracy of Information • Employee Engagement • Member Engagement

  4. Resolutions • A single software system that contains all policies, procedures and collateral information. • A self–serve solution for members. Reduction in employee time spent looking for information. • Consistent and accurate information by phone, at the branch level and on our website. • Employees are well trained and confident. • Members are assured that information is correct and available at their convenience.

  5. Background • March 2007 – A merger of equals. Empire Federal Credit Union and Power Federal Credit Union • Silver Cloud purchased and implementation plan developed • External KB goes live 11/5/07 • Internal KB and Vbooks go live 3/31/08

  6. Internal Implementation & Rollout • Project Plan • Determine the SC Team • Determine RIs • Build Employee page and KB • Determine books • Inventory procedures • Input Procedures • Name Contest • Training • Go Live

  7. The Numbers

  8. Member Success! • 25,561 Member Inquiries • 623 Member Submitted Questions • 97% System Answered • Cost Benefit • @ $102,244 @ $4 per view

  9. VBooks & KB 94827 Views Cost Benefit $379,308 at $4 per view VBooks, KB & Employee Page 395310 Views Cost Benefit $1,581,240 @ $4 per view Employee Success!

  10. Our Project Plan • Kept us organized and on track

  11. Other Successes • NestEgg Merger • Mbr critical information • Training • Confident & connected employees • Homebanking Conversion • Member & staff communication center • Marketing materials • FAQs

  12. Thank You!Any Questions?

  13. Next Steps / Resources • Private demonstrations for your team • Thursday public webinar • Best practice webinar on May 8th with Josh Russell • Free Content & Usage Assessment scott@silvercloudsystems.com office: 603-772-5527

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