Presentation on theme: "Critical Service Channel: Your Staff and SilverCloud"— Presentation transcript:
1Critical Service Channel: Your Staff and SilverCloud Presented By: Ashley CarnerAVP OperationsAMOCO Federal Credit Union
2AMOCO Federal Credit Union Texas City, TX 5 branch locations500 million in assets60,000 membersXP Systems core
3Searching for a Solution Information disseminated to employees via , in print or saved on a shared drive.Each employee referencing and maintaining their own information in their own way.Employees looking in too many different places ( , folders, or on shared drive).InefficientMisinformationInformation = policies, procedures, Q&A’s, training material, documents and forms.
4SolutionImplementation of SilverCloud vbooks and internal knowledge baseUse internal knowledge base as a document storage baseUse vbooks to put policies, procedures, and general information for employees
5Implementation Timeframe Implementation process 1 week with SilverCloud on siteImplementation processExternal – 200+ “canned” questions and answersInternal – conversion of existing material and training on inserting new materialImplementation process seems daunting. How do you get all your information into these vbooks and knowledge bases? Piece by piece. Determine what books you will need and consider documentation book by book. SC offers conversion services to convert current documents into vbooks (we used it and it was wonderful).
6BenefitsEmployees no longer have to save s, look on a shared drive or look through a file cabinet to find the most up to date information about policies, procedures, products, services, etc.Employees have immediate access to the most up to date information.Decrease in research time; increase in response time to member.Increased product knowledge.Increase in consistent information being given to members.Card conversion: we were converting our entire debit portfolio processing system from one platform to another while converting our processor from one platform to another. This included a phase out of an ATM BIN and a transition to a new BIN. Included in this change was an internal change of issuing shared VCC account numbers to reissueing a secondary cardholder to their own VCC card number. Quote from Card Department Manager, “This was a tough conversion due to the differences in records and systems and multiple changes being made at once. SilverCloud gave us a way to ensure that staff knew what to do in each unique situation without consulting the card department. This enabled us to continue working out logistics and issues that were unexpected. SilverCloud was a lifesaver.”New employee example – new hires introduced to silvercloud during orientation. New hire survey indicated that the new hires attributed increased product knowledge to SilverCloud. They were able to access it during their down time and read about what and how AMOCO did business.
8Integration into AMOCO’s intranet Although initial usage of SilverCloud was good, we felt it could be better.Struggled with employees keeping up with the “link” to SilverCloud.Decided to implement SC with an intranet to increase usage and to make it more accessible to all employees.Talk about intranet – explain functionality of what you see as well as functionality of SilverCloud.
10SilverCloud for our Members Best practice: on all pages of website
11Search Results for Members Explain how to members would use this. Also describe how we use SC as a source of contacting the CU directly. No to specific groups – all through SilverCloud.
12Results Internal External Decrease in employee time spent looking for information.Increase in accuracy of information to members.Effective way to store all relevant information in one area.Senior management named SilverCloud 1 of our top 5 accomplishments in the past 5 years.ExternalMembership growth increase; volume of calls stable90% search results answered without further submittal
13Membership Growth & Call Volume Get number of submittals vs answered; top questions asked
14AMOCO – Calls per Customer SilverCloud EnabledGet number of submittals vs answered; top questions asked
15ConsiderationsMake sure you have someone(s) dedicated to maintaining and improving the usage of SilverCloudGet buy in from all department heads and train them to manage their own vbook and knowledge base categoriesTrain and retrain everyone to utilize it – especially those who are not comfortable with computers.