SAN ANTONIO — Last September $7.5-billion Security Service Federal Credit Union implemented a new CRM solution that resulted in a dramatic savings in workflow steps and time, which SSFCU executives say has helped every area of member service.

PASADENA, Calif. — At $2.5 billion Wescom Credit Union, the problem wasn't having insufficient information about its members - it was too much info to process.

GREENBELT, Md. — A merger - and the resulting integration of systems - that was supposed to require seven months instead was pulled off in slightly more than five months, earning $727 million-asset Educational Systems FCU a Credit Union Journal Best Practices award.

NORCROSS, Ga. — Associated CU has added eight points to its Net Promoter Score by having staff watch TV once a week.

WINSTON SALEM, N.C. — Allegacy FCU has streamlined its member feedback process and launched its "Mapping the Member Experience" program in 2011, reviewing each delivery channel and identifying where processes could be improved.

ST. PETERSBURG, Fla. — The word "collaboration" has long been a buzzword at credit unions, and one CUSO continues to see strong success by encouraging a unique mix of collaboration and competition that has helped CUs with another buzzword: innovation.

WEST JORDAN, Utah — Mountain America Credit Union has taken relationship building with its select employer groups to a new level with the creation of its Workplace Branching initiative.

TAMPA — GTE Financial used technology to fuel its turnaround, centering those efforts around remote deposit capture and P2P payments.

JACKSON, Miss. — With access to quality financial services providers a particular issue in its area, $169 million-asset Hope Credit Union tapped mobile technology and shared branching to attract new members, to the tune of more than 4,000 new members in 10 months.

RICHMOND, Texas — The National Association of CUSOs said it was cautiously optimistic about the revised CUSO rule NCUA handed down at its November meeting but continues to be concerned about potential "scope creep" in the future.

SPOKANE VALLEY, Wash. — Thanks to the introduction of a project-management tool that allows for two-way communication throughout its organization, $1.2 billion Numerica Credit Union has improved results in nearly every measurable category.

CHALRESTON, W.Va. — Pioneer West Virginia FCU has increased its credit card balances by more than 33% each of the last two years and is on pace to beat those results in 2013. The CU credits the jump to bringing the management of its portfolio in-house.

HERNDON, Va. — If you ever meet Jim Christy, a financial advisor at Northwest Federal Credit Union, you can talk to him about almost anything.

Advisor Ryan Beal gave away most of his clients-and then built back up-to focus exclusively on cops and firefighters. Their personalities and senses of humor are similar to his own, plus they have good retirement packages. And he gets to ride on a fire truck to boot.

ALEXANDRIA, Va. — Gloria Bowden finds it hard to understand how the late John DuPree Jr., could be accused of embezzling millions, knowing what she does about the former CEO's late father and the values he instilled in his family and community.

ALEXANDRIA, Va. — NCUA Friday, along with the Ohio Division of Financial Institutions, liquidated Polish Combatants CU in Bedford, Ohio, the 13th CU liquidation of 2013.

CHICAGO — Raymond Tesdahl, former CEO of Great Lakes credit union here, passed away peacefully at his home in Arizona on Nov. 4.

MARLBOROUGH, Mass. — CUNA EVP Paul Gentile is set to take the helm of the Massachusetts CU League in January.

ALEXANDRIA, Va. — In a lively and long meeting, the NCUA Board Thursday passed next year's budget, told CUSOs they will have to start reporting some basic profile information and declared there will be no corporate assessment in 2014.

ST. PAUL, Minn. — The $1.7 billion Affinity Plus FCU named Dave Larson its new president and CEO.