With core processors more important than ever in linking call centers,
third party networks and the Internet, understanding their perspective
on achieving member satisfaction through technology is critical.
Managing delivery channels has become increasingly complex. The
technology required to provide effective member service has expanded.
To successfully deliver member service solutions that are tied to
the strategic objectives of the credit union, management must understand
and separate the capabilities of its third party providers (ATMs
and Shared Branches) from its own core databases. By partnering
with networked providers that understand they are one component
of a broader member service solution, credit unions can focus on
the long-term tactics necessary to strengthen member relationships.
Knowing the questions to ask providers so that the discussion is
centered on strategic goals rather than functional capabilities
is the key to providing consistent member service regardless of
the provider. Credit union management needs to take an active role
with their providers to ensure that they are willing to adapt their
solution to meet the credit union's vision. Does their solution
offer the capability to cross-reference member activity across delivery
channels? Can tellers be ''experts'' on each member they
interact with at a shared branch? A better understanding of your
technology partner's perspective on questions such as these will
result in a more effective, integrated member service solution.