OnPoint Community Credit Union’s Partnership with Harland Clarke Results in Smooth Tech Conversion
As any credit union leader will acknowledge, one of the most worrisome aspects of a major conversion involves maintaining a hard-won trust with your members by preserving the customer service they’ve come to know and expect.
It’s a situation that Portland-based OnPoint Community Credit Union recently faced when it sought to convert its loyal online banking users to the credit union’s latest online banking platform. OnPoint’s most important priority during that conversion was to deliver on its brand promise of providing extraordinary customer service and value to the community they serve, so it was critical to find a partner that would help them preserve their solid reputation with members.
Having managed their last conversion in-house, OnPoint made a decision to look for a supplier to assist with this latest change. Their strategic plan to find a reliable supplier led them to Strategic Link partner, Harland Clarke.
OnPoint needed a business partner that had the ability to provide a strong client focus, as well as experience in adapting to the credit union’s existing operations and culture. Another crucial element OnPoint looked for was conversion experience, as well as a commitment to serve as an extension of the credit union’s brand.
Focusing on customer service calls during the conversion was key for the credit union. Members hearing a busy signal when calling customer service was not an option. OnPoint Community Credit Union Eservices Delivery Coordinator, Roberta Davis, said that finding the right outside supplier took time.
“Putting faith and trust in another company is hard. But we learned from our last conversion when we managed everything in-house, and knew we wanted to learn more about Harland Clarke,” said Davis.
When the team expressed initial concerns about OnPoint and Harland Clarke staying aligned while providing the level of service the credit union’s members have come to expect, Harland Clarke invited OnPoint to visit its contact center in person.
Seeing the center helped the credit union’s decision to partner with Harland Clarke, but it wasn’t just the visit that sealed the deal. Harland Clarke’s previous experience in managing conversions for financial institutions of all sizes gave OnPoint the confidence to partner with this knowledgeable and trusted supplier.
“I personally appreciated the guidance they gave us. They told us what other people had done. They told us what they recommended. They told us what they didn’t recommend, but they left the decisions to us,” Davis said. “We switched it so that all of our calls went to Harland Clarke and they triaged and sent back to us. We were able to make changes rapidly as needed. It helped us to know our members weren’t getting a busy signal when calling us. Really a key to our success is that we worked with Harland Clarke.”
When conversion go-live occurred, OnPoint Community Credit Union experienced more call volume than they anticipated. Outsourcing contact center functions to Harland Clarke provided added peace of mind for OnPoint, while ensuring their members received the best possible member experience.
To learn more about Harland Clarke, visit its Strategic Link partner page or contact VP of Strategic Services, Jason Smith, at 208.288.6794. See a case study to learn more about their partnership with OnPoint Credit Union.