2 We have a winner! Lights, Camera, Action...Win $1,500 February-March, 2008 24 entries submitted And the winner is... Velvet Fuller AAC Credit Union Grand Rapids, MI
3 The Owners are Here! Topics for the day: Shedding Some Light on Industry Issues Invest...Execute...Earn! Last year we announced a “Jump to the Future” – where are we today, and what does it mean to 2009? New Declarations Can a network set goals to guarantee the difference? A Year of Collaboration It was a big year for the CU*Answers network for leading the industry towards a new kind of networked future Randy’s Top Ten What’s On Your Mind?
Shedding Some Light on Industry Issues Misery loves company when you’re grading on a scale...so when rainy skies have everyone hunkering down, what should you be thinking about for when the sun comes out again?
5 Navigating a Storm While Planning to be Stronger on the Other Side You can read, watch TV, and figure out for yourself, the national news on our economy is not that great But the effect from the perspective of members and credit unions might be a little different during this phase in our economy Now may be the best time to invest for the inevitable next phase
6 Navigating a Storm While Planning to be Stronger on the Other Side You can read, watch TV, and figure out for yourself, the national news on our economy is not that great But the effect from the perspective of members and credit unions might be a little different during this phase in our economy Now may be the best time to invest for the inevitable next phase CU*Answers will kick off the day with two investments in your 2009 business year: The upcoming COLA increases will be capped at $0.01 per member! Online ATM/Debit transaction prices will be slashed by $0.005 (down 6.6%) for 2009!
7 Responding to Stormy Skies While there is no doubt there are CUs struggling with this change in the economy, the national big picture is not nearly as bleak as you might think Have you considered that you might be the standout performer in your marketplace if you respond differently than your competition, right now?
8 Responding to Stormy Skies When It’s Raining, Find an Umbrella Salesman It’s an old adage that members flock to safety in unsure times What’s special about right now is that our competition might actually be encouraging it through their actions and response to a rampant time of speculation and bursting bubbles It’s an advantage to be local and deal with real-people experiences
9 Responding to Stormy Skies What are your plans for a sunny day? This mortgage crisis is an opportunity for credit unions to shine As members hunt for solutions to their problems, they are finding credit unions are on their side and still interested in building a relationship The trick will be for us to come out the other side of this crisis as a long-term, trusted channel for member mortgage needs
10 Responding to Stormy Skies What are your plans for a sunny day? This mortgage crisis is an opportunity for credit unions to shine As members hunt for solutions to their problems, they are finding credit unions are on their side and still interested in building a relationship The trick will be for us to come out the other side of this crisis as a long-term, trusted channel for member mortgage needs Time to draw a line in the sand and make a big declaration...and back it up with actions and investment Later today, we’ll talk about how we will work at being known as one of the most aggressive mortgage servicing networks in the industry
11 Responding to Stormy Skies When It’s Raining, Find an Umbrella Salesman The pressure has been building for a long time on deceptive credit card practices The voice of consumer groups is getting louder, and people are listening Now a credit crisis, real or imagined, adds to the pain If you are looking for disruptive signals and a time to get active, what more could you ask for?
12 Responding to Stormy Skies When It’s Raining, Find an Umbrella Salesman The pressure has been building for a long time on deceptive credit card practices The voice of consumer groups is getting louder, and people are listening Now a credit crisis, real or imagined, adds to the pain If you are looking for disruptive signals and a time to get active, what more could you ask for? CU*BASE online credit card programs are growing like crazy, but let’s invest a bit more In 2009, any CU processing their credit card portfolio online with CU*BASE will see an additional price decrease of $0.005 for ATM/Debit transactions...for a total savings in 2009 of 13.3% on ATM/Debit activity
13 Responding to Stormy Skies Everybody’s Putting Money Away For a Rainy Day
14 Responding to Stormy Skies Everybody’s Putting Money Away For a Rainy Day It’s always a balancing act, understanding the flows between emerging delinquencies and budgeting the provision for loan loss, actualizing charge-offs, and then taking your chances with the next delinquency report It appears credit unions are doing a good job What are you learning about collections right now?
15 Responding to Stormy Skies Everybody’s Putting Money Away For a Rainy Day It’s always a balancing act, understanding the flows between emerging delinquencies and budgeting the provision for loan loss, actualizing charge-offs, and then taking your chances with the next delinquency report It appears credit unions are doing a good job What are you learning about collections right now? CU*Answers invested more in Collections during 2008 than in the previous five years combined Lender*VP Collections is making a huge difference in why With delinquency on everyone’s mind, are you planning to revamp how you see Collections in 2009?
16 Right Now, Credit Unions Stand Out Remember It’s a Sliding Scale
17 Responding to Stormy Skies Back to Reality...It’s Not All Good News When it gets to the end of the month, and you have to look at your income instatement, and your balance sheet all by itself, it’s not as easy to think about an industry perspective, graded on a scale It’s still tough to make big plans on 60 basis points of ROA and an asset base that still seems too small It is the time to strike, invest, and innovate...because to emerge from the other side of a storm with new opportunities, you have to be truly different than you were on the day the skies darkened
18 The Pressures Will Be the Same......unless we address these issues in anticipation of the next phase We need to pump new energy into traditional, maturing ideas We need to capture the benefits of scale We need to be relevant to the next generation So when all the pundits remind the market that in bad times, credit unions shine, we can only smile for a second, and then get right back to work on ensuring that we’ll be here, every time there’s a bad time
19 Knowing Your Member is Still the Key to Future Relevance
20 Knowing Your Member is Still the Key to Future Relevance More than knowing your members for who they are right now, standing still, we need to look at where they are going, and then make sure we are moving as fast as they are So let’s get this party started!
Invest...Execute...Earn! Like clockwork, you can count on us to spend the money, develop the products, and put the products in your hands, year in and year out Are you earning on these investments?
22 Marching On: June 2007 - June 2008 Since we last met, we have continued to keep our eye on the big prize, but our efforts very focused day to day Project Statistics June ’07 through May ’08: Total projects requested: 1,712 Total projects completed: 1,088 (64%) Outstanding projects as of June 6, 2008: 505 Overall approval rate: 93% Idea Forms 580 hits on the Idea Form web page so far in 2008 (2,521 hits in 2007) Worked in batches of about 25 Blogged with subject-matter experts at CU*Answers and the credit union Making sausage... http://monitor.cuanswers.com/
23 Marching On: 1998 to 2008 A Track Record You Can Verify This year more than ever, releases are fresh in everyone’s mind – after all, we just had a big one (June 9 online, June 23-24 self processing) A 12-page release summary (a record!) Over 25 individual major projects which modified 451 CU*BASE programs and added or changed nearly 50 database files $250K-$300K average FASB investment It’s Me 247 alone: $125K+ And we’ve been doing this, day in and day out, for over ten years! “What could I improve on without spending a dime?” A CEO Writing His 2008 Business Plan http://cuanswers.com/client_release_summaries.php
24 Documentation In the last release alone... 150 help topics changed Dozen+ booklets updated Marching On: 1998 to 2008 A Track Record You Can Verify After you build it, you have to document it, sell it, and train it Once it’s live, you have to support it... and then start the whole process all over again AnswerBook 3,109 average contacts per month 80%+ resolved in less than 30 min. Client Support Avg call length: 5.65 minutes Avg hold time: 1.14 minutes Avg # of incoming calls: 7,800/mo. Education Since last year... 225 classroom or individual events 360 web conference sessions (up 12.5%) 220 days of conversion training/support
25 Some of Our Favorites Since Last Year Tools to Connect With Your Members Cross-selling is not an employee strategy, it is a corporate one, and you should apply the 3 to 1 rule In 2008, we made big advances in rounding out a corporate strategy and a series of tools to turn leads into income Cross Sales integration into Sales Tracker conversation notes When you hear CRM, know that Sales Tracker is at the core of those ideas Following up on Sales Leads with the new “Work Sales Trackers” tool Watch for upcoming web conference training...get a perspective on these new tools from the Xtension Call Center team!
26 Some of Our Favorites Since Last Year Tools to Connect With Your Members More reports enhanced to use the A.S.A.P. / Member Connect export process We’re up to about 30 reports and inquiry tools that now allow you to communicate with your members on the spot!
27 Some of Our Favorites Since Last Year Tools for Lending Miscellaneous Coverages (Spring 2008) Gap insurance, mechanical breakdown, miscellaneous fees, you name it! Also included significant enhancements to how insurance and debt protection can be quoted on your loan requests Loan Payment Change History Phase 2 (Fall 2007) Changes to the delinquency calculation First person responder Loan Application trending file (Year-end 2007) Know your numbers
28 Some of Our Favorites Since Last Year Tools for the Front Line Teller Rewrite Streamlined flow for faster member service; consolidated funds in and posting screens Comprehensive “Verify Member” pop-up window Check Holds configuration Automatic calculation of holds according to locale (R&T#) and $$ amount Default holds to match your electronic (ATM) holds policies Coming soon...Business Day Calculator for teller holds and more!
29 Some of Our Favorites Since Last Year Tools for the Back Office One-click export of financial statements directly to Excel Contingent Liability Analysis report and data capture Coming soon...trend analysis and new tools to turn contingent limits into real loan balances! Coming soon...consolidated financial statements for multi-corp processing!
30 Some of Our Favorites Since Last Year Tools for Member Service Member Personal Banker enhancements Automatic reminder to sign the member up for e-services Complete picture of the member’s e-status and everything you need to service the member in one handy location Throughout the next two years, It’s Me 247 is going to continue to develop the personal aspect of online banking Every point of contact with your member will need to amplify that commitment
31 Some of Our Favorites Since Last Year Tools for Member Appreciation Configurable Patronage Dividends: making ownership dividends real for your members A new, standard program to let you post special bonus share dividends and/or loan interest rebates to your members, without the usual custom programming fees and lead times CU-defined configuration Posting “audit” feature to allow you to forecast the expense and tweak the configuration settings before actually posting any dividends to member accounts Included in the CU*BASE 8.0 (June) release...start planning now for year-end!
32 Special Year-End Announcement! In the past, bonus programs required: Lead time – notification required by mid-November Programming Fees – typically $400-$750 per account type Price change this year: Fees will be doubled and the lead time extended to September 30 – NO exceptions! To avoid these fees, plan around the standard tool If something is missing from the standard tool, let’s get busy on it NOW Watch for some materials you can bring to your Board to start brainstorming on what is possible with the tools you already have Included in the CU*BASE 8.0 (June) release...start planning now for year-end!
34 And surprisingly, one of your favorites... Tools for Your Staff
A Report on Jump to the Future Invest...Execute...Earn!
36 Jumping to the Future Evolving Capabilities Remember this from last year? We threw down the gauntlet and started thinking about a new foundation for the next decade 2000200220052008201120142017
37 Jumping to the Future Evolving Capabilities Starting last year, we began shaking up some of the key foundations of the CU*Answers solution suite It continues on into 2009 The past 2009 The future 2008 ATM/Debit Pause for a Cause “Under the hood” CU*BASE Platinum RDI ASP Forms Online banking
38 Jumping to the Future Evolving Capabilities Starting last year, we began shaking up some of the key foundations of the CU*Answers solution suite It continues on into 2009 The past 2009 The future 2008 ATM/Debit Pause for a Cause “Under the hood” CU*BASE NGS eDOC ASP eDOC Forms It’s Me 247 On the way to the future, things change...
39 Jumping to the Future Evolving Capabilities The confidence to redefine yourself and to reset the foundation for the next go-around requires leadership And that brings us to the Robert H. Mackay award “The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humor, but without folly.” Words to live by, shared by Bob Mackay Taken from a quote by Jim Rohn
40 Jumping to the Future ATM “Pause for a Cause”
41 Jumping to the Future ATM “Pause for a Cause”
42 ATM “Pause for a Cause” Benefits Gained Card system vs. account system Unlimited cards and card products per account Cards can access accounts across member bases Two name lines (if supported by switch) Reduced setup time for a new interface For your staff: More consistency across switches to reduce the learning curve when changing vendors...and complete online help (finally!) Reconciliation and settlement improvements Improved closed card and card deletion processes Expanded configuration options ISA fees, fee waivers and rebates, multiple debit card hold types Online analysis of transaction requests (first for us, then CUs) “Why was my purchase just denied at Best Buy?”
43 ATM “Pause for a Cause” Benefits Gained Custom card stock by member (if supported by switch) Single point card maintenance (if supported by switch) Increased online availability (during nightly cycles) and eventual ability for redundancy on cuasterisk.com network Data encryption for PCI DSS compliance Per the email you received on June 4, the prototype for this is being released this summer when we begin encrypting card PANs in our online credit card database Rules for data storage and accessibility by trusted insiders is changing...so we’re getting ahead of the game now iSeries box owners: This uses a special third-party utility (think $$)
44 Jumping to the Future ATM “Pause for a Cause” Alpha (certification) testing two switches starting in August 2008 CU*South with Fifth Third CU*Answers with CO-OP Beta testing two switches (with CUs) starting in September 2008 Credit unions will see new CU*BASE screens and processes and staff will need to be trained CU*South client(s) with Fifth Third CU*Answers client(s) with CO-OP All 50+ CO-OP credit unions will be in this beta! Starting in October, we will begin to roll these new features into the other ATM/Debit vendor switches The ATM Pause was a jump to the future, considered to be a 6-month project...it has turned into a journey to the future and will affect things for years to come
45 Jumping to the Future ATM “Pause for a Cause” Best laid plans...not that much of a pause Existing client ATM/Debit network changes2 New client ATM/Debit startups8 National Network Shared Branching startups6 Credit card conversions 11 CU changes due to network switch mergers7 Compromised card mass reissue1 Network mandate projects (Track 2 elimination) 4 Miscellaneous ATM/Debit projects (Falcon Fraud) 6 Total projects completed in addition to PFC45 Old friends, never forgotten... The King of EFT Processing
46 Jumping to the Future ATM “Pause for a Cause” A note from the EFT Team... Lately, CUs have been making decisions about changing vendors, new program startups (such as HSA debit cards), or “minor” configuration changes with their vendor...but leaving CU*Answers out of the loop. We don’t want to slow you down, but if we have to scramble at the last minute to make sure your plans stay on track, everything is at risk. In 2008, we created a new position specifically to coordinate with you and be your liaison to our programming team. Our EFT Product Specialist is Nadine Thomas (firstname.lastname@example.org, ext. 141). Much like a conversion coordinator, Nadine is at your beck and call from the time you think about making a change, to the moment that change goes live. Please take advantage of this new resource – we need to be involved in the choices you make with your ATM/Debit vendor! A note from the EFT Team... Lately, CUs have been making decisions about changing vendors, new program startups (such as HSA debit cards), or “minor” configuration changes with their vendor...but leaving CU*Answers out of the loop. We don’t want to slow you down, but if we have to scramble at the last minute to make sure your plans stay on track, everything is at risk. In 2008, we created a new position specifically to coordinate with you and be your liaison to our programming team. Our EFT Product Specialist is Nadine Thomas (email@example.com, ext. 141). Much like a conversion coordinator, Nadine is at your beck and call from the time you think about making a change, to the moment that change goes live. Please take advantage of this new resource – we need to be involved in the choices you make with your ATM/Debit vendor! Don’t let your network salesman sell you into a poorly planned change!
47 An ATM Sidebar... PBFs: 7 Days for the Price of 5! Sending PBFs 7 days a week...for the same price as 5 days a week Operations will be offering a new service to send PBFs up to 7 days a week Beginning with the 2009 business year (Oct. 1, 2008) Look for announcements coming soon on what is available from your switch (5, 6, or 7 days) Make sure you verify the cost of additional days with your vendor before you give us the green light PBFs might not be your best bet for avoiding EFT fraud – dig a little deeper when it comes to understanding daily limits, deposit holds, and your options when your vendor is offline The big question is, when (if ever) will PBFs go away?
48 Jumping to the Future Workin’ Under the Hood ProjectReleasedOne CU Benefit Gained Smart OperatorJune 2006Continues to be focus of both Operations and Programming (do you know your numbers?) Processing Date and BOD/EOD improvements Oct./Nov. 2008Flexibility for conversions, testing, releases (freedom from the calendar) Member Reach automation Oct./Nov. 2008Consistently more, more, more Insurance posting automation June 2008Custom to your CU and consistent for your member Supreme 44thApril 2008Capacity, capacity, capacity Did these changes get by you, or did you notice? Is there something here that you should take advantage of in 2009?
49 Jumping to the Future CU*BASE: The New GOLD Standard (NGS) Time to start getting ready...Something BIG is coming this fall! Like CU*@HOME, CU*BASE GOLD has been around a while From August 1999: “CU*BASE ‘2’: A Focus on Presentation” Time for the next BIG change for CU*BASE GOLD...
50 Jumping to the Future CU*BASE: The New GOLD Standard (NGS) So how will NGS become a reality? Involves a client upgrade on every workstation JWalk Windows Client 3.1C3 LegaSuite Windows Client 4.1 We have developed an automated tool, but someone needs to sit down at every workstation and run the tool (about 15 minutes per workstation) As of January 2008 (online CUs): –Total # of terminals: 3,436 # of branches: 254 –Average # of terminals per branch: 14 –Median # of terminals per branch: 10 –Branches with more than 20 terminals: 49 –Branches with 20 terminals or less: 205 Workstations may need to be upgraded to handle 1024x768 screen res. We’ll be offering a discounted price for a bulk purchase of flat-panel 17” LCD monitors (around $160-170 depending on the size of the order) – watch for an signup form coming in July!
51 Jumping to the Future CU*BASE: The New GOLD Standard (NGS) And this is just the beginning... 2,200+ help topics need new pictures and updated content Our goal is to have all of these with the initial release, but stay tuned... 150+ booklets will need updated pictures and content Updates will be ongoing starting in 2009 125+ online training demo movies need to be recreated Some online courses may still show GOLD versions into 2009 Some “show me” and “let me” movies may be consolidated or eliminated 40+ Excel / comma-delimited downloads to be reprogrammed Will prioritize with about two-thirds to be completed in the first pass, and the rest throughout 2009 Favorites, colors, and more...
52 Jumping to the Future CU*BASE: The New GOLD Standard (NGS) This is the presentation layer...“eye of the beholder” is everything We need to get you into the process and start refining it based on what you see Ultimately, we must move forward and not be trapped by our own past accomplishments Visit the CU*Answers Kitchen and introduce your staff to the new look
53 Jumping to the Future CU*BASE: The New GOLD Standard (NGS) NGS Rollout Events NGS Rollout Events (Final dates to be announced.) Official KickoffJune 18 Leadership Conf. Preparing Your Network for NGS Monitor Bulk-Purchase Signup Announcement Early July Special Event: Preparing Your Staff for NGS Will include instructions about signing up for your implementation time slot, similar to how we rolled out the CU*NextNET project Early September Credit Union Project Verification period Xtension/WESCO Net project to follow up to verify your plan and key dates September 1 – September 30 Implementation Period This is when your staff will upgrade to LegaSuite Windows Client 4.1 and install the first version of NGS October 1 – October 31
54 Jumping to the Future eDOC Innovations One of the biggest jumps to the future we have ever announced was the purchase of Reed Data in 2006 This was not only a software project...this was a business initiative At tonight’s Annual Stockholder’s Meeting, I will give a report on this investment and its future In 2007, we built the ASP solution, and we’re off to the races with teller e-receipts and electronic photo ID In 2008, we are adding loan documents and setting the foundation for CU*SPY In 2009, eDOC Innovations will be a force in Check 21 processing See you at tonight’s Stockholder’s Meeting!
55 Jumping to the Future eDOC ASP Over 4 million receipts have been stored in the ASP vault Over 40,000 member IDs are online today as part of our ASP solution 47 clients (40 of which are CU*BASE users) 88 branches There are 10 more branches in the queue 101 workstations, 42 sig pads, 51 scanners The e-receipt and Photo ID product are a perfect entry tactic for developing an e-document strategy to be successful with your member If you are not one of these credit unions, think about it for 2009 1,162 workstations 370 signature pads 389 scanners
56 Jumping to the Future eDOC Loan Forms eDOC Innovations can handle CU*BASE loan forms through its own processes today, and does for several of our clients The new eDOC/CU*Answers ASP solution is about redesigning both sides of the equation and sending data in a new way to eDOC software A standard software change that can be configured for any CU*BASE CU A standard template for any e-document vendor in the future A new process that can extend beyond loan forms - data exchange will become richer over time, for more types of forms Kent County CU is the current beta and should be live by the end of this summer, and we’ll be off to the races in 4th Qtr 2008
57 Jumping to the Future eDOC CU*SPY Project Today, eDOC Innovations processes e-statements and daily reports for over 282 clients, 17 in the ASP environment But all CU*Answers credit unions that process e-statements and daily reports through CU*SPY do so via the CoWWW (OSI) software During the 2008 business year we have completed a gap analysis on the current processes used for CU*SPY that integrate with CU*BASE and It’s Me 247 online banking During 4th Qtr 2008, CU*Answers and eDOC will start a project to replace the CoWWW software and fully integrate CU*BASE and It’s Me 247 with eDOC solutions
58..a date that will live in infamy (for many of you)... That brings us to It’s Me 247...
Personal Technology: A Consumer Wave, or an Addiction? How do we respond to a marketplace that seems to be going a thousand miles an hour, when most of our members seem to be standing still?
60 Gadgets or Business? A Member Tactic Does Not Always Equal a CU Business My team spends a lot of time trying to interpret current trends and all the crazy things people do today, to figure out whether we can “credit union-ize” a consumer activity and make it a business reality for our organizations It’s more than keeping up with the Joneses How do we navigate gadgets, fads, infatuations, and passing fancies to come up with winning solutions? “What Consumer Trends will Drive Innovation in 2009 and Beyond?” Lisa Renner, CEO, CU Holding Company From the 2008 NACUSO Annual Conference www.nacuso.org
61 Gadgets or Business? A Member Tactic Does Not Always Equal a CU Business Does everything that today’s consumer does with personal technology, translate to something they want to do with the credit union? Text messaging? Watching YouTube videos? Social networking? Surfing the ‘Net? Downloading songs? Camera phones & Check 21?...that “next big thing” you read about in a magazine? For all of us, this is real – we invest, we develop solutions We need to figure this out together
62 Our Launch Pad to a Technology-Crazy World The ideas are diverse, opinions can be polarized, and the member response can vary greatly according to personal feelings and experiences But most of us agree that it is an investment that is just in its infancy
63 It’s Me 247 Online Banking From December 5 to Today Improvements since December 5 Transfer improvements Resolving the pesky “looping” issue Eliminating per-minute fees and usage tracking, changes to self-service fees, marketing clubs and Tiered Services New “lite” and high contrast color schemes “Funds On Hold” inquiry
64 It’s Me 247 Online Banking From December 5 to Today Improvements since December 5 Increasing the speed: More than tripled our bandwidth capacity Also added web servers shortly after launch, bringing our total number of web servers to 6 Some might say, “A rapid response to a need you created!” Others would say, “We’re off to the races for what our members need!”
65 It’s Me 247 Online Banking “Version Dispatch” Project New infrastructure and final stage in the move to the itsme247.com URLs Provides a method for multiple versions and beta-testing special software builds – a safer environment for stretching the envelope with new features and tools Final stage in eradicating CU*@HOME URL variations Targeted for this summer, to be completed by September 1 (so we can beta-test A2A Transfers and e-Notices!) Watch for more information coming soon...just be sure to wait until you hear from us before changing your website links!
66 Making It’s Me 247 Online Banking a Richer Link to Your Members We need to continue reaching out to members through email and electronic marketing like never before Just since January, Member Reach has distributed 258,993 email messages 239,828 online banking messages 72,848 audio response messages That’s nearly 572,000 member contacts in just five months! In the next year, we will enhance how members are part of this process
67 Making It’s Me 247 Online Banking a Richer Link to Your Members E-Statements and a new Online Banking Use Agreement New verbiage on the Use Agreement related to Reg E and online acceptance of e-statements and other electronic notices If the member is enrolled via CU*BASE, the Use Agreement will automatically be re-presented to the member the next time they log in to It’s Me 247 E-statement notifications 2 ways: through email or through an online banking pop-up message New CU-configurable flag for whether the monthly notification must be delivered via email or whether the member can elect to receive just a message in online banking If a member doesn’t want a paper statement in their mailbox, do they want an email in their inbox that says they have a relationship with you? Private is private
68 Making It’s Me 247 Online Banking a Richer Link to Your Members Handling bad email addresses Will be adding a new “Wrong email address” flag in the MASTER record Automatic pop-up message in It’s Me 247 requesting an updated email address from the member Automatic pop-up message to CU staff from various CU*BASE screens Marketing opt-outs Will be adding two new Y/N flags: 3rd party marketing contacts CU marketing/education contacts Will allow members to opt out via It’s Me 247 or via CU*BASE Member Connect and other CU*BASE tools will use the flags Preferred contact method Do you get the feel of this? We want members to elect e-notices, to elect e-statements, elect e-alerts...and we want to do everything possible so they elect us as a trusted partner when it comes to electronic communications and marketing
69 Making It’s Me 247 Online Banking a Richer Link to Your Members Secure chat and file exchange The 2009 business plan will include an investment in a secure message center to use Between CU*Answers and your credit union As the foundation for secure chat between your CU and your members We have already identified a credit union as a proof-of-concept partner for building an Xtension Call Center web chat shared service offering Will you be ready to answer member emails from It’s Me 247 or your website? What comes to mind when I say Internet fulfillment? What comes to mind when I say Call Center fulfillment? Other uses: gathering feedback from members on It’s Me 247 Surveys, comments, etc. – either in It’s Me 247, or Member Reach, or OBC (make it a real community)
70 Making It’s Me 247 Online Banking a Richer Link to Your Members Managing More than a Membership through It’s Me 247 Leveraging the Transfer Control feature for working with other credit union memberships - using It’s Me 247 and PIB controls for Transferring $$ to other CU memberships Jumping to other CU memberships (no logoff required!) Transferring $$ to and from other financial institutions (A2) Navigating the Xtend Shared Branching network
71 It’s Me 247 Online Banking Under Development Now A2A (Account-to-Account) transfers between the credit union and other financial institutions Magic-Wrighter ACH interface Both an online banking and CU*BASE product – for members and for staff It’s Me 247 A new, more intuitive flow for transferring money in It’s Me 247!
72 It’s Me 247 Online Banking Under Development Now e-Notices Biggest money saver since e-statements Will include enhancements to the online banking message center Filter by message type Delete messages
73 It’s Me 247 Online Banking Under Development Now Extending Tiered Services to the online banking member - Deepening the visible relationships with members A project in 3 phases: Part 1: What points did I get and how did I get them? (in development now) Part 2: What rewards do I get for those points? Part 3: Redeem my points! These samples are from the prototype...and it’s already evolving!
74 Special Announcement: Tiered Services Focus Group Mark your calendars for October 16, 2008 We will unveil our plan for Tiered Services development for 2009 We plan some big releases throughout 2009 related to taking Tiered Services to the next level What additional things would you like to see scored? How about unlimited dividend applications for scoring? Separate scoring/rewards system for organizational accounts? Is anybody really ever going to use Lifetime Points? Starting over, rolling year(s)? Cap on lifetime points? Redeeming points when opening accounts, redeeming CDs, etc.? Make sure your Tiered Services gurus mark this date on their calendars; we will be scouring Idea Forms and old wish lists to get ready for this meeting
75 It’s Me 247 Online Banking Under Development Now Teller receipt analysis through e-statements Continuing to develop It’s Me 247 as a strong tool for business members (Also remember the Account Activity Analysis feature added to e-statements earlier this year!)
76 It’s Me 247 Online Banking Dreams Becoming Specs Pending ACH transactions New wizard for the PIB profile Facelift for the Online Banking Community (OBC) Where does payday lending fit with online banking? Allowing members to change renewal settings on maturing CDs Opening accounts with expanded joint owner information Either a variation of Transfer Control or pull from existing JOs only “Next Suggested Product” and more automation around the personal profile of a member Big goals for the 2009 development year... Look for focus groups and In-The-Kitchen projects to help move these along
77 It’s Me 247 Online Banking Downloads to Quicken / QuickBooks! It’s finally here! Intuit’s annual cycle runs Aug 1 – July 31 No pro-rating for partial years Remember features that are already in It’s Me 247 to help members move data for their personal finance analysis Download from CU*EasyPay! to QIF file Account Detail filters XML downloads to CSV files E-Statement Account Activity Analysis Teller Receipt Analysis (coming soon) Do you have a flyer or web page with tips that sell how much your members can already do related to moving information?
78 Risk Assessments for Online Activities... NOT a one-time event! We continue to improve the process to roll out PIB to your members Most recent changes Ability to allow online PIB access for staff but not for members, or to switch gears down the road Ability to “flood” new default profile settings to all member PIB profiles PIB is a very important tool in managing online risk – you need to get active PIB is becoming a major platform for extending new services to your membership – you need to get active So if you thought PIB was yesterday’s news, think again In the next 12 months, you need to get active with these ideas
79 Risk Assessments for Online Activities... NOT a one-time event! Expanded passwords for online banking We have no choice... Do you? As of June, 19 CUs still use the same PIN for audio and online banking (no change since January) Some CUs still use passwords fewer than 6 characters Important Sunset Announcement: As of June 30, 2009: We will remove the ability for CUs to use the same PIN for audio response and online banking We will increase the minimum password length from 4 to 6 characters
80 Banca en línea en español (Online Banking in Spanish) In 2009, we will begin a project with a new CU*BASE user to deliver a Spanish language version of It’s Me 247 online banking This will be a journey, not a project – you can translate something, but does it still convey the right message in the other language? Should we translate: Online Banking Community? Every web page? Our online help? Your messages to your members? Transaction descriptions? Sales and product description information? http://translate.google.com
81 Where are members taking us? Deposits from Home “Remote Capture” – Member check deposits via an image that the member scans and sends from home From eDOC, to the CO-OP Network, to the corporate credit union network – everyone is working on the ideas around remote capture It is easier than it is safe Are you ready to jump on this bandwagon? www.deposzip.com Look for an eDOC solution early in 2009
82 Where are members taking us? Mobile/Cell Phone Banking We haven’t found a vendor that we believe has any of the following: A credit union willing to invest A financial model to entice the CUSO to invest A market analysis that says members are ready to adopt A prospective client saying this is a deal breaker Therefore, while I continue to have meetings, stay in the loop, and watch for signals, mostly it’s still a wait-and-see game for us
83 Where are members taking us? Text Messaging Currently reviewing partners who would convert online banking and email messages sent to members from CU*BASE, into text messages that could be distributed through the cell phone channel Member Reach messages Member-elected e-Alerts Marketing messages around member preferences The trick is defining who wants this kind of message and how to afford it Today, an internally-developed solution does not seem practical What is your budget for text messaging to your members? www.celltrust.com
84 What are you thinking about? When that one-in-a-thousand member walks in and says, “When will I be able to check my balance through my car radio?” what will you say? When will Ford advertise that their Synch product will dial into ARU? (I still think holographic banking might be a way off)
85 Navigating the Possibilities What do we use for a technology compass? For it all to come together, we need a meeting of the minds on where members are taking us, what’s hot, and what’s the business opportunity
New Declarations Tools, Processes, and Goals for the Future
87 To achieve the lowest cost of going active with innovation To have the lowest cost in the industry for compliance To be known as one of the most aggressive mortgage servicing networks New Declarations: Our Goals
88 Lowest Cost of Going Active With Innovation A Well-crafted Network Last year we introduced the concept of A.S.A.P. (Ask, See, Act, Profit) “Zipping” the process of marketing communications How could a well-crafted network do the same for innovation? Speed the time between finding an idea and executing on it Speed the time between recognizing a need and delivering a solution Eliminate the duplication of standalone work and replace it with the benefits of shared work Well-crafted networks are rich in content and the tools that make all that is known, visible to all participants But once things are visible, how do you make them your own? How could the relationships that we build in CU*Answers allow us to simply import, append, or ratify your next solution?
89 Lowest Cost of Going Active With Innovation A Well-crafted Network Some early examples: But how much further can we go?
90 Lowest Cost of Going Active With Innovation A Well-crafted Network Some ideas we are continuing to work on: Phase 1 was for your auditors with the view-only configurations on the new MNAUDT menu; look for a growing list of visible configurations Choose a peer: Learn from a peer
91 Lowest Cost of Going Active With Innovation CU*Talent: A 2009 Initiative At a recent Board Planning workshop, I introduced the concept of CU*Talent and a new Intranet initiative On the ground floor... Later this year CU*Answers will go into the Intranet business At 5,000 feet... Our new Intranet Community servers will allow credit unions who utilize SRS services to go live with our shared personnel At 10,000 feet... There is a potential for 3,000 credit union employees and 100+ organizations to go live to capture talent in a brand new way http://cuanswers.com/pdf/ppt/Passageways_PowWow_May_08.ppt
92 Lowest Cost of Going Active With Innovation CU*Talent: More than a Technical Highway For CU*Talent to work, it will need more than a cool highway of bits and bytes and technical wizardry It will take people, and blending the ideas around leadership, coordination, succession planning, and HR standards with a new-age respect for all that could be accomplished by an active collaboration of talented credit union professionals
93 Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union CU*Answers has a rich history with using an Intranet to improve our organization Whether it be SAS70 examinations, new employee orientations, tracking team activities, or simply organizing the tens of thousands of documents, forms, and stuff that we need to do our day-to-day jobs For several years now, we’ve been touting the power of what an Intranet can do for any organization In 2009, we will bring a new solution to the owners and participants of CU*Answers
94 Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union CU*Answers employees went live on June 11
95 Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union Our new partnership with Passageways is a unique venture It is based on the mutual aspirations of both CU*Answers and Passageways to build an aggressive network of Intranets for a new kind of sharing It started with an investment by CU*Answers that assures every CU*BASE CU the chance to use one of the premier portal tools on the market This shared investment will allow CU*Answers to extend this new ASP service to your CU through our existing education and web services channels Both CU*Answers and Passageways are investing How much do we have to charge for the software? ($0, according to the contract – the software is paid for) How much will it take in support to get your team up and running? (best guess, $1K-$2K one-time fee, but your do-it-yourself attitude might surprise me) This is truly a network investment, and it will take until January 2009 for us to deliver the details
96 How much will it cost on a monthly basis? The payoff from this investment is not the direct return of monthly revenues or big up-front software sales...it will come from building a network of digital organizations that thrive, and seeing what opportunities there are in sharing Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union This is truly a network investment, and it will take until January 2009 for us to deliver the details Asset SizeMonthly Maintenance $0 - $50M$300 per month $50M - $200M$450 per month $200M +$600 per month
97 Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union The Passageways Portal is a rich environment of modules that ensure that your operation is enhanced by more than just a highway or communication portal This investment includes: The Portal Framework Group Collaboration Module Expense Reporting Module Microsoft Outlook Module E-Forms Builder Module Consistent with other investments like this, credit unions will have the opportunity to purchase other modules to enhance their individual configurations Help Desk Management Module Timesheet Management Module Assigned Tasks Module Products and Services Module Learn more at www.passageways.com
98 Lowest Cost of Going Active With Innovation Offering an Intranet to Your Credit Union Rough, big-picture vision of the calendar: This is a work in progress...if you need to move now, and have the funds and the staff to do so, we encourage you to talk to Passageways and get started (Just remember that we told you we’re going to do some big things in the future!) Phase 1 CU*Answers goes live (June 2008) Phase 2 cuasterisk.com partners go live as ASP nodes Phase 3 Credit unions go live as ASP nodes Phase 4 SRS Community servers go live (bookkeeping, collections) Phase 5 Credit unions start to offer services through community initiatives
99 Lowest Cost of Going Active With Innovation Tiered Service “The Network View” This booklet was designed from a new program that aggregates Tiered Services scoring of all CU*Answers online credit unions in a single operation We anticipate adding a command key to the Tiered Services analysis that would allow you to view and compare your results with the network on a monthly basis Benchmark your performance Search for what you have in common and what makes you different Inspire your teams Search for peers who might help you with your next idea What has changed since 2005 about the way your members score?
100 Lowest Cost In the Industry for Compliance A Collaborative View It’s easy to agree and cooperate on things that have a single answer 1+1=2... everyone agree? That is, until we don’t all use the same formula BSA method 1: Combine $$ in and $$ out BSA method 2: Separate $$ in from $$ out The interpretation of rules, and then how to execute on that interpretation, never seems to have a single answer Reg. D configurations, Reg. E configurations, BSA configurations, Chart of Accounts configurations... For a data processor, whose golden rule is “we create tools, not rules” – building a compliance company is a real challenge From the DP perspective, you are on your own when it comes to gray areas in compliance But what about our CUSO, our network perspective? Could it be different?
101 Lowest Cost In the Industry for Compliance A Collaborative View So from the CUSO perspective, could we build a cooperative, collaborative view of how to comply? Could we have a working model to analyze, understand, and even make judgment calls about one way to do it? Could we have a working model that aggressively tries to drive down the cost of day-to-day execution around compliance and auditing? Could we use that aggressive model to improve the software and tool foundation that everyone uses in diverse ways? The vision is Yes – and in 2008, we are starting Audit Link
102 Lowest Cost In the Industry for Compliance Audit Link Audit Link is like SRS Bookkeeping Do the work, every day, using CU*BASE tools intensely Drive throughput as hard as possible and innovate to meet the goal Share with everyone, clients and non-clients, what we learn – be a template for everybody Do you have documented processes to innovate against? It’s more than just a user manual
103 Lowest Cost In the Industry for Compliance Audit Link & SRS: An Active Collaboration In 2009, we plan to leverage the participants in Audit Link and SRS as the working focus groups to take on the challenges related to understanding if a project makes sense, then designing specifications, project oversight, and implementation of some key projects: Automating third-party risk assessments (defending our products) 5300 reporting and analysis (streamlining a quarterly chore) Red Flag (it’ll take a group of us to figure this one out!) Enhanced Due Diligence (work-flowing new member processes) A network solution for ALM (using data better) EDD open suggestion period runs through June 30 – send your ideas to firstname.lastname@example.org (we’ve heard from just 5 of you so far!)email@example.com
104 Lowest Cost In the Industry for Compliance Audit Link Up and Running Developed new business plan and rolled initiative to client base in January 2008 14 credit unions sign up by April 2008 6 credit unions currently have been through an initial contact Doing the daily work for 4 CUs with the expectation of 10 by the end of the Q3 New web site for Audit community by the end of Q3 to explain the new audit community, compliance updates, audit blogs, best practices http://xtendcu.com/pages/audit
105 Lowest Cost In the Industry for Compliance 2008/2009 Actions Towards This Goal Tools for your Auditor (released June 2008) MNAUDT Audit Tracker Coming soon...another round of BSA improvements The problem: Sources of activity that fall under BSA monitoring rules are changing CU*BASE shared branch activity National shared branch activity Unspecified activity (will ATMs ever fall in here?) To date, we’ve resisted and followed suit with the nationals, trying to exclude shared branch activity from the base BSA monitoring We didn’t win, and changes are needed for 2008...
106 Lowest Cost In the Industry for Compliance The Future of CU*BASE BSA Tools Sending a warning to the teller handling a member’s visit The “visit” is your member or a shared branch member The message just says “Verify against BSA rules” – a signal that something should be done The SARS-type message says “Member has other transactions today” External sources will not be evaluated for interactive messages for the foreseeable future Based on the CU’s BSA configuration Evaluates only activity that occurred at the member’s CU Analyzed at end of day Creates the BSA summary for recommending activity to audit through the BSA Inquiry/Report Will add additional sources of member activity to the file that is analyzed at end of day Starting with Xtend SB activity Next: FSCC pilot project Will create an engine for future sources of activity InteractiveDaily Analysis/Monitoring
107 Lowest Cost In the Industry for Compliance The Future of CU*BASE BSA Tools Audit Link will use these tools like never before...and that will lead to some great new changes
108 Lowest Cost In the Industry for Compliance Privacy 2010 A different song, but the same melody BSA tries to aggregate activity amongst diverse channels – without new tools, there is the potential that shared branching might not be an option in your future Member privacy issues are now changing the way we look at the individuals in these diverse channels, and how much access they have to your member data – without new tools, we might not have options to share resources in your future What is a “trusted individual?” Privacy 2010 – an ongoing project Part 1: “Sanitize” Teller/Phone/Inquiry screens, new configurable Privacy Controls Part 2: Expand Insider/Employee Security Audit for Shared Branch Activity Part 3: Block search capabilities for shared branch tellers Part 4: Code Word pop-up Part 5: Masking Account Numbers on Statements http://www.cuanswers.com/kitchen/privacy2010.php
109 Special Weather Alert for Member Privacy: A Potential Storm Coming Every month, our Operations team sends packages containing large groups of member statements back to CUs According to your Statement Mail Group codes Returned from Sage to Ops, separated by CU and packaged by Operators, then sent via UPS (a whole lotta human intervention!) December 2007: 86 CUs had batches of paper statements in transit (as of March 2008: 67 CUs) Earlier this year we sent an email to remind CUs about how you can change your Statement Mail Groups to archive these statements instead of printing them Available immediately, can print on demand, and not exposed Not sure if credit unions see the risk here...will it take a fee?
110 An Aggressive Mortgage Servicing Network Building a Core Competency On almost every front, our network needs to ramp up its core competencies related to mortgage lending and servicing Since last year, Lender*VP has made great strides Origination through Prime Alliance 8 clients in Production (4 CUs in the queue, 1 CUSO testing) 1,017 total loans 414 Freddie Mac 6 FHLB 597 Online CU*BASE Servicing through Lender*VP Escrow & agency settlement on mortgages for 17 CUs
111 An Aggressive Mortgage Servicing Network Building a Core Competency Since 2003, we have completed many mortgage-related projects In 2009, we will be releasing three new projects that will greatly expand the flexibility of our mortgage servicing platform “Escrow 365” Intelligent escrow processing for loans that have multiple payments per month CU*BASE will understand when the escrow transfer has been satisfied and when it is delinquent Broadens the database for escrow processing “Simple 360” A new interest calculation type where interest for a 30-day period is applied on a daily basis, mimicking a 365-daily accrual –12 equal months of 30 days, spread over 365 days 30 days interest ÷ 28 (or 30 or 31) Great for members, although problematic for compliant 360-day processing Extending 360-day capabilities...
112 An Aggressive Mortgage Servicing Network Extending 360 Capabilities Eliminate the significance of the 20th of the month Members will be able to pay any time, on demand If payments are made prior to the 20th, system will perform an interactive calculation of interest due and post interest collected to income Payments can be made ahead (i.e., post the August pmt on June 28) Intuitive messaging for the user to declare their intent when posting a payment “Are you making your August payment now, or would you like to pay extra on principal?” Based on the response, the system will know how to post the payment spread Phase 1 will include CU*BASE Phone Op and Teller posting, It’s Me 247 online banking, and all transfer programs Beta slated for April 1, 2009
113 Lender*VP: A Foundation for Lending We would be remiss if we thought we could tackle such an aggressive goal without mentioning the team that carries the ball when it comes to lending The team will expand from 2 to 3 in the next two weeks Spend some time on this website... “New Loan Opportunities” “Bring Your CU to Your Member” “Pay Day and Short Term Loans” “Expand Your Credit Card Options” “Collect a Perfect 10 for You & Your Credit Union” http://lendervp.com
114 Lender*VP: A Foundation for Lending Collections - 2 1/2 staff 9 current Clients 15 Bids Outstanding 20,552 accounts worked in 1st 120 days Leveraging ACH origination in 2009 Decision Model 22 clients 25,226 pulls in 1st 120 days Retailer Direct Sites 15 CUs - 32 retailer sites 334 applications for past 120 days Dealer Track 2 clients first 120 days 817 total applications Lender on the Road 15 CUs Online Credit Cards 43 CUs 61,829 Plastics Issued $113,965,435.49 outstanding in loans as of 5/30/08 4 Pending 2008 CC Conversions Pay Day Lending 1 Current site - 374 applications in the month of May 14 Early Movers Leveraging ACH origination in 2009 Leveraging stored value cards in 2009 In the first 120 Days of 2008 (Jan.-Apr.): Lender*VP and Xtend leaders are becoming very adept at taking every tool we have on the network and getting two or three solutions from that investment
115 Lender*VP: A Foundation for Lending A network of lending activity, still waiting for collaborative innovation What would an opportunist do with 125,000 opportunities so far this year? (that’s the number of credit checks done by our network so far this year) CU Loan Applications Booked19,836 Applications3,263 Denied6,117 Online Banking Apps Booked835 Applications523 Denied970 An Average Month
116 Student Lending Lender*VP Working With National Partners CU*Answers is one of the many vendors that are part of the processing network for this new CUSO In 2009, Lender*VP hopes to be one of the first network aggregators to work with StudentChoice and build an integration between our network and theirs If you need to move now, check out this URL for more information and a compelling argument on why you should get involved http://www.studentchoice.org/media/doc/CUStudentChoiceIntro.pdf
Declaring Some New Directions In Software Interesting Specs to Highlight
118 New Directions in Software As the “Jump to the Future” projects mature and the NGS release is behind us, the balance of 2009 development projects will be much more eclectic Our crystal-ball view for the coming year: Online banking changes will continue throughout the rest of the year NGS will dominate our software releases until the end of the year Many new features will have to wait until we move everyone across to the new presentation layer The spring 2009 release will be dominated by mortgage and compliance tool changes (shared businesses will be a huge focus during this time) The balance of 2009 will return to a more diverse set of projects (a return to the “spec book”) Here’s a sampling of some of the eclectic things on our drawing board...
119 Speaking of shared businesses... It looks like payday lending will be one of the hottest collaborative efforts in 2009 www.myprospera.com
120 “Save the Whales” Automated Dividend Donations Currently running a beta with FOCUS Credit Union in Wauwatosa, Wisconsin, that allows members to assign their dividends to a charity of their choice CU*BASE uses a new dividend payment code to funnel a specified percentage of the dividend payment (50%, 100%, etc.) to a specified G/L account number The basics are done, and we will be adding even more flexibility during 2009 Look for a new section on the Kitchen page later this year
121 “Keep The Change” Automated Savings Transfers It seems like people go hot and cold on programs that are designed to help the member save subconsciously From programs that round-up debit card transactions, to rounding up loan payments, to this Wachovia program that actually tacks an extra $1 onto multiple kinds of transactions Effectively, this is like throwing loose change into the coin jar at home – but who has loose change in their pockets anymore? We completed a test product for lending in 2008, but it has not moved forward – too hard to explain to members How do you feel about these kinds of processes? www.wachovia.com/savings/way2-save.html
122 “Qualified Dividends” Conditional Dividend Posting What we are planning to do is create the engine for these basic processes first: Set the product to pay a Qualified Dividend, on Schedule A or B Schedule A is a single/base rate, and Schedule B has a possible tiered structure Develop a Conditional Dividend configuration by Dividend Application Rules are unique for the product and tightly integrated for efficient processing Possible conditions, to grow over time: –Activity by delivery channel, amount, and number of transactions –Test for e-services (e-statements, bill pay, etc.) Develop the dividend payment programs to evaluate members before paying dividends Run the conditional tests and determine which schedule the member qualifies for Pay dividends according to the qualification
123 “Qualified Dividends” Conditional Dividend Posting By the end of 3rd Qtr 2008, we’ll be off to the races with three CUs One with BankVUE Two with the native CU*BASE solution We need to use the Know Your Member, Marketing Club, and Tiered Service database evaluation tools we have already written, as part of this new process, so that employees have easy verification of why and how members earn dividends
124 On the Drawing Board International ACH Transactions (IAT) Significant overhaul of our ACH processes and database to format international transactions OFAC compliance for IATs Will the new ACH rule arrive on time (March 20, 2009)? Membership Designation enhancements Label for DBA field Control where DBA name prints (statements, etc.) Omit from IRS reporting Continuing education on the power of identifying member profiles TCR interface DeLaRue is stepping up, and so will we by the end of 2008
125 More on the Drawing Board Here’s the long and the short of it depending on your point of view – our internal teams continue to debate the priorities on projects like these Lending write-off enhancement (tracking multiple LLP G/L accounts) Simple share write-off tool Employee Performance Tracking (Sales/Lead Fusion) “Next Suggested Product” engine Member Service phase 2.5 (closed account behind-the-scenes)... life happens Sub-prime Lending / Shared Lending iSeries-to-iSeries shared branching Club Benefit accrual enhancements So the question is, are you plugged in to the debate? Do you feel you have an effective voice? (more on that later...)
A Year of Collaboration The market response to CU*Answers collaborative concepts has been amazing over the past year Who knows? When we look back, we might cite 2008 as the year it all began to click for a whole new generation of credit union leaders
127 The Power of the Network Selling a New Credit Union Future
128 The Power of the Network Selling a New Credit Union Future www.cuasterisk.com
129 The Spirit of a Network De Novo Support Using our 15 minutes to declare our intentions... No industry can continue to count on a future unless it works hard to seed that future with new endeavors and the spirit of startups No collaborative firm can count on a future unless it understands how to embrace the spirit of hope and what that hope means to those starting out fresh and to those who need a renewed enthusiasm Our network is committed to the future of the credit union industry, and therefore, obligated to invest in those who would take the chance to start a credit union You advertise good intentions, but you work one project at a time, for a long time, to build a credit union
130 The Spirit of a Network Scholarships Using our 15 minutes to declare our intentions... No industry can continue to count on a future if it gives up on the individual organizations before they give up on themselves No collaborative firm can count on a future unless it recognizes that it needs to invest and trust in those who are dedicated to giving it just one more try (over and over) Our network is committed to the future of the credit union industry, and therefore, obligated to invest in those who vest their dreams in building credit unions You advertise good intentions, but networks are built one partner at a time...and what is a collaboration without partners?
131 The Power of the Network Living a New Credit Union Future Accolades, accolades, accolades...understanding the importance of how we earned our 15 minutes of fame With all the hoopla over the theories of networks, the spirit of cooperation, and the marketing concepts, it’s easy to forget the power of the network is YOU and the day-to-day work we all do on behalf of your members So if through that day-to-day work we are sneaking up on the marketplace, one partnership at a time, it’s best to remember that it’s not rocket science, it’s simply peers helping peers Maybe the best way to get our point across is through laughter...
132 The Power of the Network Building the Business, One Partner at a Time Today, we are a network of CUSOs with a network of governing Boards and participating CUs Amplifying the commonalities of our tools, vision, and hopes Defending the diversity and the importance of local organizations to deliver member value, one relevant person at a time cuasterisk.com
133 The Power of the Network CU*BASE As the Common Factor 142 Credit Unions in 18 States 1 6 2 3 1 7 16 2 78 4 1 1 1 1 12 3 Processing on CU*BASE as of June 2008 1 1 1 # of CUs by State
134 The Power of the Network CU*BASE As the Common Factor IN CT NY TX OR ME FL OH KY IL WI MI CU*BASE Credit Unions: 142 Total Members: 1,049,800 SD AL MN Processing on CU*BASE as of June 2008 WA # of Members by State
135 Michigan Clawson Community CU (Clawson, MI) Chiropractic FCU (Farmington, MI) Detroit Municipal CU (Detroit, MI) Iosco Community CU (Oscoda, MI) Great Lakes Members CU (Dearborn, MI) Kensington Valley CCU (Highland, MI) United Educational CU (Battle Creek, MI) Your New Partners: New Clients Since Last Year’s Meeting Wisconsin Glacier Hills CU (West Bend, WI) Federated Family CU (Milwaukee, WI) South Dakota CR Community First CU – Startup (Eagle Butte, SD) Ohio New Horizons CU (Cincinnati, OH) Florida Sarasota Municipal ECU (Sarasota, FL) Including mergers, over 96,000 new members added since last year
136 Michigan Community West CU (Kentwood, MI) – July 2008 Lake Huron CU (Saginaw, MI) – Jan. 2009 Wisconsin Firefighters CU (LaCrosse, WI) – July 2008 Superior Choice CU (Superior, WI) – Oct. 2008 Self Processor Heartland CU (Madison, WI) – April 2009 Your New Partners: New Clients Coming Soon Including mergers and other pending contracts, 23 new clients and over 160,000 members are in the pipeline Florida Sentinel Graphics FCU (Ft. Lauderdale, FL) – Sept. 2008 Indiana Allegius CU (Burns Harbor, IN) – Nov. 2008 South Dakota Sentinel FCU (Box Elder, SD) – May 2009 Ohio Franklin County CU (Columbus, OH) – Sept. 2008...plus 14 other pending conversions and mergers already being scheduled through mid-2009!
137 The Power of the Network A Network of Owners Percent of Total CUs: 61.2% 1 1 1 8 56 3 1 3 3 1 8 87 Owners in 16 States 1
138 The Power of the Network When Local Makes Sense 14 CUs online by end of BY2008 2 CUs went online with credit cards 8 CUs went online with ATM/Debit 3 CUs went on eDOC Bookkeeping for 10 CUs Level I Firewall management local to CU*NW Customer Service 100% local to CU*NW Staff increased from 6 to 12 I5 system replaced (tripled capacity) Client led training event at CU*NW First online client converted to CU*BASE March, 2007 Since then, 5 more clients have converted 6 conversions scheduled in the next 12 months Board working to offer Prospectus by 12/31/2008 Engaged in collaboration with our valued network partners: Programming with CU*Answers (ATM Pause for a Cause) Conversions with CU*NorthWest Client Systems Support (WESCO Net) eDOC implementations for new clients
139 The Power of the Network Emerging e-Document Strategies as the Common Factor eDOC Innovations is a new style of network partner for cuasterisk.com It brings a diverse client base to the table 321 credit unions 30 non-credit unions (mortgage, banks, accounting firms, medical clinics, institutions of higher learning, automotive) It represents a large population of CU members and opportunities for our network to influence 5,078,000 members It has a broad geographic footprint 45 states and the District of Columbia (exceptions VT, NH, ME, WV, HI) It represents a large vendor population Integrated with 47 different DP vendors/software tools It’s easy to see the potential...it will be hard work to turn potential into shared opportunities
140 The Power of the Network Check 21 as the Common Factor The Processing Alliance (a partnership with CorpOne FCU) 38 Check 21 clients in various stages of implementation April volumes: 387,221 live collection (Phase II) 481,831 archived images (Phase I & II combined) 45 direct deposit clients remaining Approximate monthly volume remaining: 700,000 CU*Check Item Processing, The Processing Alliance, and eDOC Innovations are all collaborators on a new future for check processing concepts Branch capture, merchant capture, member capture What does the reduced check volume mean to the system? To cuasterisk.com? What seems so new, still boils down to hardware, software, and execution...cuasterisk.com will be in the middle of it all
141 The Power of the Network Check 21 as the Common Factor
142 The Power of the Network Executing With the Tools as the Common Factor It started with Manufacturing Time and the vision for getting the job done on a daily basis Today, Xtend represents 45 stockholders in 9 different states 7 major initiatives averaging 32 clients each If you missed the Xtend annual meeting, then you need to connect with Scott Collins – this is quickly becoming more than a sidebar
143 The Power of the Network Building the Business, One Shared Business at a Time “Are you going to offer shared bookkeeping to credit unions that are not on CU*BASE?” “Will you be able to do Audit Link for $200 a week for any credit union?” “Why doesn’t LenderRE have lock box services for posting payments?” The formula for our shared businesses is simple: add the missing piece, use tools that are already in place, and partner with existing capacity to complete the job Using this formula, we can Redefine the pricing for shared services Avoid the conflict between a CU job and a CUSO job Build an engine for innovation and competency expansion Capture the benefits of scale Help our peers go on the offense
144 The Power of the Network Building the Business, One Shared Business at a Time We use this formula for building shared businesses on two levels: cuasterisk.comShared Execution SRS Bookkeeping Xtension Audit Link Lender*VP Xtend Shared Branching Mortgage Servicing Member Reach
145 cuasterisk.com Progress Report Resource Sharing Client service after hours calls move to CU*NW “Pause for the Cause” contracted with CU*South programming staff CU*NW extends conversion support for CU*South CU*NW internalizes SRS Bookkeeping CU*NW, CU*S and CU*A share conversion personnel CU*NW transitions firewall management to Spokane from WESCO Net cuasterisk.com Off The Ground Defined the partnership community and reason for being in the business of collaboration Completion of new web site to market the value proposition of the network partners Rolled out “Power of the Network” marketing material Coordinated CU*Answers nomination for NACUSO award Speaking engagements with NACUSO and demonstrations to credit unions on CUSO formation www.cuasterisk.com
146 Shared Execution What’s Next? We can connect the tools, we can connect the employees, we can share in the execution for the members... What’s next? SRS Bookkeeping Xtension Audit Link Lender*VP Xtend Shared Branching Mortgage Servicing Member Reach
147 Shared Execution What’s Next? How far down into the stack will credit unions cooperate? Sharing a marketplace? Presenting like products and services? Sharing resources (branches)? Sharing team members? Doing business with multiple memberships? Coordinating multiple Boards? Develop shared leadership businesses? Products and Services Resources Teams Senior Team CEO Board of Directors Marketplace Membership If the environment was right, would you start a business to sell your expertise to a peer? Would you hang out a shingle on a shared network?
149 CU*ByDesign A CU*NorthWest Project CU*Answers and Xtend have started by building the components that ultimately might be put together to define a full solution picture for selling leadership to CUs The CU*NorthWest team is looking at starting with the big picture and developing a vision of a leadership resource to pick up the ball and run when it comes to building and designing credit unions CU*ByDesign – a project management firm that would identify and coordinate network resources From one-off projects, to department leadership, and eventually to full credit union management services The CU teams that make up CU*NorthWest get the vision They’re about to start the hard work on turning vision into reality
150 Shared Execution CU*Blitz and TAG Marketing The TAG team provides guidance and marketing assistance so you don’t have to figure it out alone CU*Blitz has provided marketing relief to 39 different credit unions since it was launched in 2006 By year-end, CU*Blitz will have sent 375,000 postcards, and inserted over 700,000 statement messages To date, 3 workshops have been held to focus on marketing using CU*Blitz with CU*Answers tools (another coming this Fall!)...all rated by participants as “exceeded expectations” CU*Blitz materials were used in newspaper ads, newsletters, lobby shows, websites and car dealership promotions, drive-up/lobby handouts Participants are reporting increased focus and results, and are building their memberships! “I LOVE partnering with you to provide this awesome marketing service to us. It makes my life so much easier... I’m sure this will have a positive impact on our product penetration. Thank you! - Brenda S. Lippens, President/CEO, Delta County CU
151 Shared Execution CU*Blitz and TAG Marketing Some enhancements for the 2008 program: The CU*Blitz library continues to grow with more products to market New! Hispanic versions of CU*Blitz now available TAG offering big discount launch period New! Value-added internal marketing kit will be available to help you focus and motivate staff Xtension is coordinating CU*Blitz messages with phone calls to members “Blitz has really helped improve the quality of our marketing pieces at a price we could not get on our own. It has also helped get us a step closer to a cohesive annual marketing plan. Those are two solutions that a small credit union, like ours, can really use.” - Joe Strauss, Kensington Valley CCU Make sure you visit the TAG vendor booth today! “CU*Blitz has provided the missing link that was needed in our advertising schedule, that I simply couldn’t fill on my own...the team at TAG Marketing are easy and flexible to work with while all along keeping prices down. It’s just another example of why Credit Unions know where it’s at, by working together we are making it better for all of us. Thank you for giving us this essential tool. - Jenny Bickel, VP Marketing, Frankenmuth CU
152 Shared Execution Partners in Practice The latest collaborative marketing effort has seen record-breaking participation! E-Statements enrollment contest to win a Nintendo Wii ® Game Console Running July 1 – August 31, 2008 57 CUs participating 582,904 inserts being mailed to credit union members – a new record for our CUSO! http://marketing.cuanswers.com
153 The Power of the Network All That Is Known, is Visible to Its Participants In the end, one of the greatest strengths of a well-crafted network is that its participants can pick and choose how they use it, and how deeply they integrate with their partners Whether it just be a client-vendor relationship, or an active alliance with a subset of players, or a full-out assault on everything possible when it comes to collaborating with every cuasterisk.com partner... it’s up to you and your business plan One thing is for sure – we’ll keep trying and pushing more and more information your way
Randy’s Top Ten Top Goals for Your Teams in the Coming Year Using CU*Answers Tools You Already Have
155 Randy’s Top 10 Using CU*Answers Tools You Already Have 1 Commit to having more e-statement members than online banking members 2 Commit to cutting your notice postage in half by year-end 2009 3 Exit the mortgage crisis as a stronger, more competent mortgage lender 4 Figure out student lending – today’s big need for the next generation 5 Inventory your talent and know the difference between talents and job descriptions 6 Find 5 new ways to prove to your Board that you know your members 7 Invest in your advantages and communicate your value every single day 8 Create a digital vault for why members should select you and your services 9 Investigate 5 processes that you could improve or evolve in 2009 without buying something 10 Review last year’s Top Ten and see what you put into action (be tough on yourself!)
156 1 Commit to having more e-statement members than online banking members 2 Commit to cutting your notice postage in half by year-end 2009 3 Exit the mortgage crisis as a stronger, more competent mortgage lender 4 Figure out student lending – today’s big need for the next generation 5 Inventory your talent and know the difference between talents and job descriptions 6 Find 5 new ways to prove to your Board that you know your members 7 Invest in your advantages and communicate your value every single day 8 Create a digital vault for why members should select you and your services 9 Investigate 5 processes that you could improve or evolve in 2009 without buying something 10 Review last year’s Top Ten and see what you put into action (be tough on yourself!) Randy’s Top 10 Using CU*Answers Tools You Already Have MNMRKT #25 Tiered Services Monthly Comparison – track to attack Coming soon... e-Notices Spend a day with Geoff Johnson and understand what a partner Lender*VP can be Query your Household Database and link family needs with your opportunities Plan in 2009 to build an Intranet with Passageways and CU*Answers MNMGMA #1-23 (my current favorite: #17 Open/Active/Closed Mbrs) Take a long look at the e-commerce fee and figure out what it means to you Use Talking Points for every marketing and cross sales tip included in CU*BASE http://www.cuanswers.com/client_release_summaries.php Review last year’s Top Ten and see what you put into action (be tough on yourself!)
158 Debating with Randy... will it be Dr. Jekyll or Mr. Hyde? It’s tough to own a company...sometimes you just want Dr. Jekyll’s smooth bedside manner, but when you own a company you want the inside scoop and sometimes you get Mr. Hyde’s explanation
159 Idea Forms A Conversation Between Users and Developers I never would have guessed how hard it is to compose 50 words about an idea
160 Blogging with cuasterisk.com A Conversation Amongst Peers Keeping up with the conversations...a simple click checks on which conversations are active and need your attention news.cuanswers.com
161 Multi-media Education Removing Roadblocks to Participation In 2009, CU*Answers will introduce a new website that allows users to view archived videos and presentations to catch up on what they might have missed in person The next time you need to tell someone about a web conference, it’ll only be a click away
162 Recognizing Your Participation in Education Top 5 Web Conference Attendees (June 07 – May 08) 1. Ohio Catholic 2. Affinity Group 3. Alpena Alcona Area 4. Detroit Municipal 5. Aeroquip Top 5 Online Learning Users (June 07 – May 08) 1. Detroit Municipal 2. United Educational 3. Glacier Hills 4. New Horizons 5. Iosco Top 5 AnswerBook Users (June 07 – May 08) 1. Northern Hills FCU 2. Fox Communities 3. Ohio Catholic FCU 4. Community CU 5. Affinity Group CU and Wauna FCU (tied) These credit unions will be receiving a certificate for 10 free hours of Webex web conferences from CU*Answers to use whenever they wish in 2009 (a $400 value)
163 Pass It On The Leadership Conference is more than just a day So to extend the experience to others (and save a tree or two, while we’re at it), all materials related to this week’s events will be posted on this new web page In the coming weeks, you’ll also start seeing a series of follow-up emails to remind your staff of the key announcements you heard today http://cuanswers.com/lc2k8/
164 Lights, Camera, Action! It takes an army to bring a movie to the theater, and while it takes a few less people to bring today’s presentation to all of you, they work like an army Thanks to the staff that helped pull off this week!
165 Some final thoughts... What are we going to do tomorrow?