1 / 10

The First 365 Days…

The First 365 Days…. Pamela Dyer Michigan Schools and Government Credit Union. The Search for a Knowledge Base for External Members Begins. September 2009.

shona
Download Presentation

The First 365 Days…

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The First 365 Days… Pamela Dyer Michigan Schools and Government Credit Union The Search for a Knowledge Base for External Members Begins

  2. September 2009 • It has been slightly over 1 year since Silver Cloud became our knowledge based external solution. On a rating of 1-10 (10 being superior) SC rates a 10+ for outstanding overall performance and service. • SilverCloud was demonstrated and highly rated at the Credit Union Call Center Annual Convention. • Seven Seventeen CU (Warren, Ohio) won an award for utilizing the product on their website. • Viewing CU(s) that had the product in production on their websites was a great tool!

  3. Narrowing the Selection • After researching the many solutions available the field was narrowed to three contenders: • SilverCloud- looked good on paper and was always available for questions and with documentation and demonstrations of the product. • FUZE – not available and little use by other Credit Unions • Spiderhost- not available- leaving messages and waiting for responses • Final result – SilverCloud is # 1 contender

  4. SilverCloud: Implementation in a Flash • Write the proposal – delivered to boss and then to the board and approved (end of August) • Deadline for implementation – middle of September • Prepare additional Questions and Answers • Present deadline date to SliverCloud and schedule implementation

  5. Getting started • Achieving the best value – SilverCloud offers 200 standard questions – review the SC offerings and create our own unique list of Questions & Answers to add to the list • Our part in the success of the new offering- we prepared a team from the Call Center who would review the questions and answers (with some edits), then preform the uploading process in the implementation phase. • Gathering questions and answers – starting with the Call Center contributions and then reaching out to the other departments for their lists • The process continues –updating existing items, adding topics, adding documents and hiding or deleting some selections and addressing immediate issues

  6. Benefits to Members and Non-members FACT – fast, accurate, consistent and timely • A reliable resource available 24 hrs. a day/7 days a week • Direct users to other pages on the website – pages they may never find on their own • Answering common and uncommon (complex questions) • Time saving – no lines or being placed on hold • Accessible wherever there is a computer with internet access – home, office, business trip or vacation • Address emerging issues and provide the opportunity to present new products and services

  7. Benefits to Staff • FACT – Fast, accurate, consistent & timely • One click away – 24 hours/7 days a week – at work or at home – answer questions for themselves or friends and family – useful on site visits also • Increased knowledge base easily accessible and ready to assist with member inquiries • Time saving – no searching documents or disturbing co-workers • Confidence builder – allows staff to present information with assurance of accuracy • Share the resource- demonstrate the program to members so they can utilize it on their own

  8. Benefits to ME! • Reports – providing vital information on usage and cost savings • Stable call volume while increasing memberships • Limited resources to maintain- presently a two person task – daily review of submittals, updating information and run reports • Respond to urgent and immediate issues – bank closings, notification of urgent issues for members • Key words – reduces the number of questions (same question different wording) • CONTROL– when and what will be uploaded without waiting for the vendor to find the time to do the work • Peace of mind

  9. SilverCloud Answered/Agent Answered This chart demonstrates the spikes in hits on SilverCloud by users verses Agent answered questions.

  10. 12 reasons to consider SilverCloud • Improved quality of service offered online • Fast, accurate, consistent and timely • 24/7 • Managing call volume • Manage incoming email • Reduced time in line at the Branch • Cost savings • Fostering new business • Increased knowledge of users • Ability to respond to issues in a timely manner • Reports – excellent varity • Outstanding service from day one-during the research phase, implementation process and today - professional, reliable and available

More Related