Critical Service Channel: Your Staff and SilverCloud. Presented By: Ashley Carner AVP Operations AMOCO Federal Credit Union. AMOCO Federal Credit Union Texas City, TX. 5 branch locations 500 million in assets 60,000 members XP Systems core. Searching for a Solution .
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Critical Service Channel:Your Staff and SilverCloud Presented By: Ashley Carner AVP Operations AMOCO Federal Credit Union
AMOCO Federal Credit UnionTexas City, TX 5 branch locations 500 million in assets 60,000 members XP Systems core
Searching for a Solution • Information disseminated to employees via email, in print or saved on a shared drive. • Each employee referencing and maintaining their own information in their own way. • Employees looking in too many different places (email, folders, or on shared drive). • Inefficient • Misinformation
Solution • Implementation of SilverCloudvbooks and internal knowledge base • Use internal knowledge base as a document storage base • Use vbooks to put policies, procedures, and general information for employees
Implementation • Timeframe • 1 week with SilverCloud on site • Implementation process • External – 200+ “canned” questions and answers • Internal – conversion of existing material and training on inserting new material
Benefits • Employees no longer have to save emails, look on a shared drive or look through a file cabinet to find the most up to date information about policies, procedures, products, services, etc. • Employees have immediate access to the most up to date information. • Decrease in research time; increase in response time to member. • Increased product knowledge. • Increase in consistent information being given to members.
Integration into AMOCO’s intranet Although initial usage of SilverCloud was good, we felt it could be better. Struggled with employees keeping up with the “link” to SilverCloud. Decided to implement SC with an intranet to increase usage and to make it more accessible to all employees.
Access to SilverCloud Library View Search Results
Results • Internal • Decrease in employee time spent looking for information. • Increase in accuracy of information to members. • Effective way to store all relevant information in one area. • Senior management named SilverCloud 1 of our top 5 accomplishments in the past 5 years. • External • Membership growth increase; volume of calls stable • 90% search results answered without further submittal
AMOCO – Calls per Customer SilverCloud Enabled
Considerations • Make sure you have someone(s) dedicated to maintaining and improving the usage of SilverCloud • Get buy in from all department heads and train them to manage their own vbook and knowledge base categories • Train and retrain everyone to utilize it – especially those who are not comfortable with computers.