Valley Strong Credit Union was gearing up for its second online banking conversion and wanted a proactive strategy to ensure stellar member service and a seamless experience for their team and members.
They chose our Customer Change Management solution to prepare logistically and operationally to handle the influx of inbound calls. Vericast provided augmented contact center capacity to ensure members received the highest level of care throughout the conversion.
The Vericast team provided dedicated support to members seeking password resets, unlocks or navigational assistance. Vericast also supplied customized planning assistance and setup support leading up to the conversion. To address and correct issues arising each day, hourly reports were provided and internal messaging was used to communicate with the credit union’s team so they could escalate and respond quickly as needed.
The credit union was extremely pleased with the experience of teaming up with Vericast. In just over 24 hours, With stats like these, it was undeniable how well the program performed.
“When I think of Vericast, I think trusted partner. I think solutions and I think somebody who can treat our members just like we would treat them,” said Shonna Shearson, Vice President of Contact Center and Training at Valley Strong Credit Union.
