Unitus Community CU Partners with Harland Clarke to Ensure Smooth Banking Conversion
May 17, 2021
In today’s rapidly changing financial services industry, it’s important for financial institutions to go through digital banking conversions as they find ways to meet their members’ unique and evolving needs.
Unitus Community Credit Union takes pride in having served communities in the Pacific Northwest for more than 80 years. When the credit union converted to a new banking system, its main concern was maintaining unparalleled member service and supporting members throughout the endeavor.
During a change event such as an online or mobile banking conversion, call volume and average handle time can double or even triple. To ensure it could continue delivering on its brand promise of providing extraordinary service during the conversion, Unitus knew it needed to find the right business partner to aid in the process. The credit union wanted a solution with a strong member focus, as well as the ability to adapt to the existing operations and culture.
That’s why Unitus chose Harland Clarke, a leading provider of customer engagement solutions for credit unions. The Strategic Link partner has strong conversion experience, as well as a proven commitment to serve as an extension of the credit union’s brand. Unitus felt confident that Harland Clarke would provide the level of support the credit union needed for as long as was necessary.
“No other contact center supplier offered short-term, scalable capacity, along with all the other services that were important to us,” said Char Sears, AVP, Remote Experience Manager at Unitus.
A tour at Harland Clarke’s contact center facility in San Antonio, Texas, confirmed that the partnership was the right choice.
“The most powerful piece was coming out to San Antonio and seeing the agents in action. Their level of care, concern, and engagement sealed the deal,” Sears said.
Harland Clarke helped forecast the call volume that would take place during the conversion and worked with Unitus to augment the resources necessary to provide a seamless transition for its members.
“Harland Clarke really had all the details well thought out, so we knew what to expect each step of the way, and that was reassuring to us,” Sears said. “It felt like Harland Clarke representatives were Unitus teammates. When there’s so much at stake, you want a partner that’s going to represent you the way you represent yourself.”
In total, Harland Clarke handled 15,660 calls for Unitus, with a 98% answer rate, and converted 82% of registered users onto the new platform in a six-week period with outstanding results.
Another very important metric spoke volumes about Harland Clarke’s dedication.
“Not one member indicated they knew they were talking to someone other than a Unitus representative,” said Sears. “From a service perspective, that surprised and delighted us because the member experience is number one.”