Wescom Resources Group, a provider of technology solutions for credit unions, today announced the availability of MemberTrak CRM, its member relationship management solution. MemberTrak CRM enables a credit union to capture and track all of its interactions with any member, opening up new ways to provide exceptional member service. The new solution, first deployed at Wescom Credit Union, enhances member service for Episys®-based credit unions by giving staff members a single holistic view of a member’s relationship.
MemberTrak CRM addresses the challenge of providing personalized high-touch service in the today’s fast-paced banking environment. Rob Guilford, Executive Vice President and Chief Information Officer of Wescom Credit Union states, “With a large branch network, numerous CUSO relationships, and a robust electronic service channel, we interact with and serve our members in many different ways each day. MemberTrak CRM serves as the centralized ‘dashboard’ to keep track of a member. At a moment’s glance, I can view the entire scope of our relationship, see all of our recent interactions, and whether we have any open commitments to him. The real key is that it records every interaction with the member, even when there is no financial transaction involved. That is exceptionally powerful when tracking a member’s contacts, following up on requests, or locating the employee who may have helped him last. When it comes to member problem resolution, nothing comes close to the power of MemberTrak.”
MemberTrak CRM underwent extensive testing and enhancements at Wescom before its release. “Our development team worked very hard to create a product that satisfies competing needs of multiple groups of users at a credit union. For instance, branch managers need rich details and service escalation flags, whereas tellers and call center agents need ultra-fast system response times and minimal navigational clicks,” asserts Guilford, reflecting on the development process. “With all of the user feedback and refinements, this product is the perfect CRM tool for today’s credit union.” MemberTrak seamlessly integrates at the user’s desktop, and automatically synchronizes with the core system’s front end application.
Capital Communications Federal Credit Union ($733 million, 71,578 members) of Albany, NY recently became the first credit union to partner with WRG in deploying MemberTrak. Rob Roemer, Vice President of Information Technology at CapCom, selected and led the MemberTrak project. He states, “We are excited about the enhancement to service that Membertrak CRM provides. Our front-line staff have long desired a tool that will allow them to understand a member’s entire interaction with the Credit Union.” MemberTrak’s feature set includes service escalation and follow-up reminders. “We look forward to taking advantage of the follow-up events to better improve the member experience and problem resolution,” states Roemer.
MemberTrak offers out-of-the-box support of a standard Episys environment. But it also allows custom integration to a credit union’s third-party relationships – such as investments, insurance, or off-host card accounts. The product is built in the Microsoft .NET Framework and supports third-party web services integration. WRG’s Programming and Consulting Services Team helps clients customize MemberTrak and integrate it to their business.
About Capital Communications FCU
Capital Communications Federal Credit Union currently has more than 71,000 members and more than $743 million in assets. Offices are located in Albany, Clifton Park, Cohoes, Colonie, Glenmont, Latham, Niskayuna, North Greenbush and Waterford, New York. Capital Communications offers a complete line of financial products and was ranked first among credit unions nationwide for member service in a 2008 survey conducted by the Raddon Financial Group.
About Wescom Resources Group
Backed by Wescom Credit Union, one of the nation’s largest credit unions, with nearly $3.2 billion in assets and serving more than 300,000 members, Wescom Resources Group provides credit unions with advanced technology solutions that increase their competitive edge. With over 230 credit union clients, WRG is a leader in innovative technologies for the credit union industry. Through its MemberEdgeTM suite, WRG offers an integrated online banking solution with electronic Bill Pay, Remote Deposit, eAlerts, Multi-Factor Authentication, Member-Directed ACH, online account opening and more. Other WRG products include Automated Lending, New Member Application, and CUNA Loanliner. Our Services Division provides Merger support, custom programming, system efficiency studies and consulting services. We also offer the most robust Episys-based Service Bureau processing solution in the industry. WRG provides credit unions with innovations that enhance their ability to serve members, reduce costs, and streamline internal operations. For more information, visit www.wescomresources.com.
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