Unitus Community Credit Union, with more than 80 years of serving communities in the Pacific Northwest, planned to convert 63,000 members to its new online banking platform. Unitus sought a third-party supplier to make sure the credit union could properly support members throughout the conversion process and honor “the Unitus difference” of unparalleled service.
Unitus turned to Vericast because of its ability to provide the level of support the credit union needed, for exactly as long as Unitus needed it.
No other contact center supplier offered short-term, scalable capacity along with all the other services that were important to us,” shared Char Sears, AVP, Remote Experience Manager. “Vericast really had all the details well thought out, so we knew what to expect each step of the way, and that was reassuring to us.”
During a change event such as an online or mobile banking conversion, call volume and average handle time can double, or even triple. Unitus realized it needed to staff up to meet the increase in member contacts or risk long wait times and less-than-expected service.
The Contact Center team helped Unitus forecast incremental call volume and the augmented resources needed to provide a seamless experience to members during the event.
After the conversion went live, Vericast maintained close daily communication with the credit union to ensure quick response to feedback and provide timely updates to all parties on key
metrics,” Sears remarked, “It felt like Vericast representatives were Unitus teammates. When there’s so much at stake, you want a partner that’s going to represent you the way you
represent yourself.”
