X

Thank you for sharing!

Your article was successfully shared with the contacts you provided.

By MARC RAPPORT CU Times Technology Correspondent HANSCOM AIR FORCE BASE, Mass. — Something as insignificant as a zero isn’t so unimportant when it comes to logging into an online banking site. Just ask Scott Heinz. The Web marketing specialist at Hanscom Federal Credit Union says its new system would not accept member numbers beginning with zeroes, a problem it was able to quickly recognize as widespread and handle thanks to the knowledge-management system it uses from SilverCloud Software. Isolating such issues, coming up with an answer and posting it in the “external answer center” the $541 million credit union offers to members banking online through its Web site at www.hfcu.org, helped make the transition this past summer to a new Internet banking vendor–in this case Cavion Plus–go smoothly, Heinz says. Hanscom FCU is one of about 130 credit unions now running the New Hampshire-based company’s knowledge management software. Hanscom runs it as an ASP, through a sub-domain that ensures the site looks and feels like the member is still “at” the credit union. In addition to providing a growing list of answers to members’ questions, the software sends an e-mail to the appropriate staffer when the question is not in the knowledge base, Heinz says, and has tracking tools that allow the credit union to quickly spot issues, such as the problem with leading zeroes. “It really helps us be responsive,” he says. “And sometimes it surprises us a little. For instance, we put our routing number in there as an afterthought and then found out that it was one of the most frequently asked questions we have up there.” SilverCloud has been involved with credit unions from the beginning, when a group of credit unions were its beta customers. About a fourth of its clients now run it as an ASP, the rest in-house, says Scott Cornell, SilverCloud’s director of marketing. He says the software currently directly answers an average of 95% of member questions. About 80% of the client base deploys the system as both an external site for members and internally for staff use, Cornell says. An upgrade now being rolled out is aimed at bolstering that internal usability by “helping credit unions get a whole new handle on accessing and maintaining information on policies, procedures, compliance and product information,” he says. Heinz says Hanscom currently uses SilverCloud for external use only, providing a link to it for staffers because “it does contain a lot of information needed on both sides” and is planning to make the switch to internal use, too. “The upgrades, especially in document searchability, are something we’ve been waiting for,” he says. “The software already has a huge impact for us on a daily basis and this should help even more.” — [email protected]

Complete your profile to continue reading and get FREE access to CUTimes.com, part of your ALM digital membership.

Your access to unlimited CUTimes.com content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Critical CUTimes.com information including comprehensive product and service provider listings via the Marketplace Directory, CU Careers, resources from industry leaders, webcasts, and breaking news, analysis and more with our informative Newsletters.
  • Exclusive discounts on ALM and CU Times events.
  • Access to other award-winning ALM websites including Law.com and GlobeSt.com.

Already have an account?

Credit Union Times

Join Credit Union Times

Don’t miss crucial strategic and tactical information necessary to run your institution and better serve your members. Join Credit Union Times now!

  • Free unlimited access to Credit Union Times' trusted and independent team of experts for extensive industry news, conference coverage, people features, statistical analysis, and regulation and technology updates.
  • Exclusive discounts on ALM and Credit Union Times events.
  • Access to other award-winning ALM websites including TreasuryandRisk.com and Law.com.

Already have an account? Sign In Now
Join Credit Union Times

Copyright © 2021 ALM Media Properties, LLC. All Rights Reserved.