|
Wescom Credit Union Case Study (1)
Situation:
Wescom Credit Union is in the competitive financial market,
where service is many times the only differentiator between
whether members (customers) select them as their "Primary
Financial Institute" (PFI) or another credit union or
bank.
Critical Issue:
Have an effective "Business Continuity Plan" for the Contact
Center's ability to provide membership services if the
Contact Center isn't available. The objective would be to
maximize on membership loyalty, service, and network uptime.
Reasons:
The risks are too high in the industry without an
effective plan in place. Unreliable access to information,
banking transactions or to agents by members will erode
service and reduce member retention, member loyalty, and
eventually reduces total assets and return on assets (ROA).
Capability Needed:
Give members complete access to all services they become
dependent on transparently, regardless of where the service
are being provided (primary or secondary contact center).
We Provided:
SCI designed and implemented a communication architecture
consistent with Wescom's business continuity plan objectives
and that would keep Wescom connected to their members
(customers) and their data systems (Symitar) transparently
during a LAN or WAN network usage.
Specifically:
- Upgrading the
communication server software at the primary site
- IP Enabled
Communication Processor(s)
- Provide a second set
of "mirrored" communication server processors at the
backup site
- Made recommendations
to Wescom's IT Department on how to program their CISCO
routers to affect this plan over their LAN/WAN network
Results:
- Enhanced Member
Retention and associated revenue
- Higher ROA
- Attract new
membership due to delivering better services compared to
the competition
|
