John Schooler, President, USERS
We're hearing that credit unions in general have adequate system functionality, but that functionality tends to reside in many different applications that don't work together well.
For most credit unions today, completing a routine business process such as a member address change requires the updating of multiple systems. When credit unions use systems that don't interface, they bear the costs of waste and inefficiency (through redundant data entry, increased errors, or slower service); lost opportunities to retain or expand relationships (when staff focuses on operational tasks instead of sales and service); and member frustration and confusion (since different channels don't always present consistent data to the member). As a result, better integration of existing systems is fast becoming a top priority for credit unions and their system suppliers.
As part of your strategic IT planning, I would advise your credit union to examine your business processes and determine if there are opportunities to improve them (i.e. to reduce waste, cut redundant steps, increase accuracy, or improve service) by better integrating your existing systems. Then, find out if your current supplier or other providers can help in leveraging your systems to optimize your business processes.
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