BECU 1st To Implement New Tool
TUKWILA, Wash.-BECU said it has become the first organization to implement Next IT's Intelligent Access Assistant, an online tool which helps members reconnect to their accounts if they forget their password and login information or are locked out.
Access Assistant works by engaging in an online conversation with members, securely establishing and authenticating their identity. It then either sends their forgotten information or automatically unlocks their account.
Access Assistant can even walk new members through enrollment applications that frequently required the assistance of a member-care representative.
"We average 100 password/username/lockout calls per day," said Howie Wu, vice president of virtual banking at the $10.6 billion credit union, formerly Boeing Employees CU. "One reason we've implemented Access Assistant is to reduce the number of these calls." Wu said even with a reduction of 50%, BECU expects savings of more than $100,000. "And that's just an assumption based on that specific reduction, let alone the 24/7 benefits of allowing a member to actually reset, get unlocked and reconnect to their online banking after-hours."
"Another plus," said Wu, "is now that BECU's live representatives are no longer resolving login issues, they're able to spend more time engaging with members on financial matters. It's all part of our commitment to bring high-value, personalized service to our members."
COCC Pays $755,000 'Credit'
AVON, Conn.-COCC, a mutually-owned company that provides core technology services, said it is paying a "product and services credit" to client CUs of $755,000. The credit is intended to help clients implement the latest banking products and technologies at a reduced cost, the company said. Since COCC issued its first product and services credit in 2009, the total credits issued to clients has risen to more than $3 million.
"Our co-operative ownership structure and mission make our clients our first priority, a strategy that continues to yield outstanding growth and success," said CEO Richard A. leone. Since 2009, COCC said the product and service credits have resulted in purchases of productivity-boosting technologies, such as mobile banking, CRM, document management, remote deposit capture, and image ATMs. For info: www.cocc.com.
CU Grows Its Technology
TAMPA, Fla.-Grow Financial FCU said it has installed Dell enterprise technology to enable its members to make smart, timely financial decisions. Grow Financial said its data center, consisting of Dell Compellent storage arrays, Dell PowerEdge servers and Dell KACE Appliances, has enabled the $1.8-billion credit union to provide better service to its members in a more efficient way while simultaneously managing risk. The credit union said it is receiving a two-fold improvement in storage utilization through Dell Compellent's thin provisioning, which Dell said enables Grow Financial to make the most of its storage resources without wasting them on pre-allocated and unused storage, providing a sharp contrast compared with its legacy EMC storage arrays.
