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SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011

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SilverCloud Presentation Jim Thornberry & Robert Harrigan August 2, 2011. Who We Are. FAIRWINDS is located in sunny central Florida, headquartered in Orlando $1.5 billion in assets 143,000 members 500 employees. The Problem:. Averaging over 30,000 calls per month into our call center

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Presentation Transcript
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SilverCloud Presentation

Jim Thornberry & Robert Harrigan

August 2, 2011

slide2

Who We Are

  • FAIRWINDS is located in sunny central Florida, headquartered in Orlando
  • $1.5 billion in assets
  • 143,000 members
  • 500 employees
slide3

The Problem:

  • Averaging over 30,000 calls per month into our call center
    • “What’s your routing number?”
    • “Where’s the closest ATM?”
    • “I forgot my online password”
slide4

The Problem:

  • This was causing longer wait times on the phone
slide5

More Problems…

  • Our existing Google based search engine was inaccurate at best, comical at worst
    • A search for “hours” returned info about a checking account
slide6

The Solution:

  • Find a robust web solution that could easily answer basic questions
  • If members tried it just once and received the correct answer, they would be more apt to use it again, and not call
slide7

The Solution:

  • It was at this point that we actually stopped and read one of those SilverCloud emails that we were always getting
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Why SilverCloud?:

  • We found it to be the best way that members can easily find the information they’re looking for on our website
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What SilverCloud Did For Us:

  • Helped reduce call volume
  • Made our website more dynamic
  • Pointed out holes in our deliver and communication processes
  • Helped us better understand
  • what our members needs are
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1. Reduced Call Center Call Volume

  • Almost 20,000 questions answered through the SilverCloud system since December 2010
  • Distinct reduction in those “basic question” calls
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2. Made Our Website More Dynamic:

  • Imagine this: your website can actually answer member questions
  • This makes your website more accessible, even if its not laid out well
  • Helps you deliver better service
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3. Pointed Out Holes In Our Deliver And Communication Processes:

  • It tells you the questions you are being asked most
  • It tells you what your website is missing
  • It tells you what isn’t working well
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4. Helps Us Better Understand What Our Members Needs Are:

  • It becomes a listening post
  • See what members are interested in
  • Spot potential service issues before they get too big
slide14

Watch It In action:

  • www.fairwinds.org
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Stats:

  • Currently 300 questions and answers in SilverCloud
  • 10 questions make up 40% of the questions asked
  • 92% of the questions asked were answered
  • 20,000questions asked since December, 2010
slide17

Keep It Relevant!

Listen and Respond – monitor the process

2. Predict – promotions, conversions, seasons, product changes

3. Audit – current info, remove out of date info