Our drive to focus on the technologies that drive credit unions forward and increase their market share has a downside:
Nobody wants to fend off calls from collectors. Not only are those phone calls notoriously ineffective, but they also seriously annoy consumers… and often damaging their relationships to associated institutions.
Credit unions used to differentiate through the member experience. When members walked into the branch, they were greeted by name with a smile. They got the best rates and terms.
Customer Relationship Management (CRM) software helps organizations manage interactions with current and prospective customers. CRMs assist in managing contact lists, tracking and measuring engagement, automating workflows, and reporting…
Call centers are a necessary evil. But credit unions don’t have to rely on them nearly as much as they currently do.