MOORPARK, Calif. - XP Systems recently held its annual usersconference and the topic on everyone's lips was XP2, the newlyrevamped in-house core processing system unveiled last year.Currenlty 180 credit union clients are live with XP2, which isbeing rolled out in a series of releases. The first releaseintroduced an integrated member services and cross selling platform(XP2 Member Services Platform) running on an IBM DB2 openrelational database. "The rollout of XP2 has been managed as amulti-year project with a strategic vision driven by our customers.We are pleased with the results our credit union customers arealready achieving," said John Edwards, XP Systems' president.Orange County's CU is seeing measurable results already with XP2 inthe call center, according to Randy Stolp, the CU's call centermanager. The call center has a staff of 16 who field 20,000-30,000calls a month. Using XP2, reps can see member contacts with the CUat a glance, including ATM transactions, calls to other reps,in-person contacts, Net contacts, and others. The browser-enabledscreens also give reps snapshot views of the memberships, crossselling prompts and quick links to information. "The insight XP2gives our call center staff means that members don't need to repeatthemselves. We can quickly indentify why they are calling based ontheir contact history, and either resolve their situation on thespot or route that contact cleanly through the system to the rightplace," said Stolp. The data logged in XP2's relational IBM DB2database allows Orange County's CU to create all sorts of trendreports on how members are using the credit union. "Relational datagives us unlimited ways of seeing trends in member behavior. We candrill down to why and how a member calls. It may sound strange, butwe can help them to stop calling us," said Stolp. He said the goalof the call center is to make members aware of things like Netbanking and audio response to meet their needs, and thus reduceincoming calls to the call center. Stolp said in the past employeescould put memos on members accounts that would tell other employeeswhat the member's recent contacts with the CU have been. However hesaid they were limited because they couldn't be categorized, and ifit was a longtime member there could be stacks of memos piled up."Now we can search by category, so if someone is talking about amissing deposit they called in on recently we can pull up onlymissing deposit information. It's faster and really shows themember we know what they're concerned about," said Stolp. At BestSource CU, Waterford, Mich., XP2's contact management andcross-selling tools have helped the CU cut down on the paper trail,according to Ken Ehart, Best Source CU's Manager of MemberServices. It uses XP2 contact management to keep tabs on individualrelationships, integrate data, and develop workflows for members'interactions. Approximately 90% of its member contacts are made bytelephone or over the Net. Prior to XP2, the CU used several manualforms to keep track of members that would often get lost in thepaper shuffle. Now it shares reports through the system. The memberservices reps benefit most from the information. When a member isforward to the member service department, their contact informationappears on all five member services' reps screens at once. Once andMSR accepts it, it's removed from the queue. The new contact systemhas allowed the CU to eliminate five or six manual forms. ShellEmployees FCU is utilizing XP2 to help drive a sales culture amongemployees. "We felt we did not have adequate information foreffective decision making, and that decisions were made based onthe past or sporadically. Our challenge was to create aninfrastructure for reporting, analyzing and deploying businessintelligence," said Joe Williams, assistant vice president of ITfor the CU. Shell uses XP2 in conjunction with Crystal Enterpriseson an IIS Server. The result has been a system that allowsfront-line staff to see more member data and run their own reportsfrom their desktops to have the most recent data available. DorothyCooper, Senior VP Member Services, for Primeway Federal CreditUnion said Primeway uses the contact/cross-sell features of XP2 tomanage an employee incentive program. The system encouragesemployees to cross-sell primarily checking accounts. Cooper saidthe CU can now log if the employee was successful, if the memberwanted more information, or if the member wasn't interested. "Atthe end of the month we pull a report to see how each office,department or individual did. Over the term of the year points areaccumulated that can be used for gifts time off and other things,"said Cooper. Cooper said the CU tried to do this before, but themanual system was inefficient and did not allow it to generatereports. [email protected]