Cut Costs and Improve Credit Union Collaboration with Automated Service Tracking |
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| By: Julie L. Selecman | ||||
When a member presents a service issue, he or she expects it to be handled correctly and promptly – regardless of how complicated the service process may be. If all departments complete each service task correctly, and the work is handled efficiently throughout the process, then the process produces a satisfied member. Often though, the traditional member service approach can lead to a disconnect between departments. Communication that requires lengthy telephone conversations between staff, or post-it note reminders on a monitor, can lead to confusion or process delays. If a staff member misinterprets the communication, or they neglect to respond in a time period that meets the member’s expectations, the resulting outcome can be a dissatisfied member who leaves the credit union or worse yet – shares the negative experience with others. “Thanks to today’s sophisticated technology, credit unions now have the option of automated service tracking,” says Rick Poulton, President of Better Branches LLC, a technology and consulting CUSO. “Automated service tracking supports a new way of organizing and managing work,” he adds, “giving staff with the ability to electronically track service events and make informed decisions throughout the process. It also offers the benefit of parallelism—the concept that several tasks may be done simultaneously as opposed to sequentially. The ability to do multiple tasks at once with less manual effort results in a shortened service processing time, fewer errors, and more satisfied members.” Improving Member Service While Controlling Operations Costs While the service benefits of automated service tracking are obvious, the potential for credit union cost savings are more subtle. With fewer manual entry requirements, less task redundancy, and reduced errors, credit unions can run more efficiently with a lighter crew. Furthermore, the intuitive nature of a service tracking solution enables staff to quickly learn and function in a variety of roles, lessening the time needed for training and supervision. “Service tracking automation fundamentally changes the way the work is managed,” says Poulton. “It enables individual front-line workers to direct their own work. The need for supervisors to reactively control the work is reduced or eliminated, giving the management talent the time need to focus on running a tight operation rather than solving service crises.” How do you decide if automated service tracking is right for your credit union? If the following objectives are part of your goals, then a service tracking solution is the smart place to start! • Improved sales and service collaboration across the credit union • Lowered operating costs and increase efficiency • Minimized time delays and errors • Improved risk and compliance management • Significantly enhanced audit tracking capabilities • Streamlined, automated, load-balanced, and managed fulfillment of front-office to back-office service requests • Improved overall quality service quality Better Branches offers a contact management and service tracking solution for credit unions called HelpForce 360. HelpForce 360 merges member data, Better WorkGroups software, and expert consulting to redefine member service. To learn how you can control operational costs while improving service, visit www.betterbranches.com. |
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| Article Source: http://yourfinance.co.za | ||||
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