Bellco Credit Union Communicates Securely Every Time Using the Fuze Message Center
Bypassing anti-virus, anti-spam, and anti-spyware filters
Seattle, Wash. – (September 7, 2007) – $1.6 billion dollar Bellco Credit Union implemented the Fuze Suite and is no longer dependent on the unreliability and lack of security inherent with email communications. What’s more, a tight integration with online banking eliminates redundant logins, and people inside and outside of online banking can elect to have text message reminders sent to their phones apprising them of unread messages in their Bellco-branded “Answer Center” inbox.
Bellco is reaping significant benefits by utilizing additional Fuze Suite modules, including chat, contact management, feedback, and self-service using the knowledge base. Since their launch of the Answer Center in early July, Bellco has supported over 500 chats, and the knowledge base has been viewed over 19,800 times, allowing people to help themselves 94.9 percent of the time. Bellco also created custom forms within the Fuze Suite to ensure that requests for address changes and pin/password resets are completed within service level expectations.
Sandra Sagehorn-Elliott, VP of CRM, said, “The Fuze Suite provides our credit union with a highly managed and secure online communications channel for members and prospects. All support interactions are at our staff’s fingertips, feedback is readily captured and disseminated to appropriate staff, and every interaction is managed within our rigorous service levels.” With 98.9 percent of Bellco’s 4500+ incidents handled within 30 minutes, Bellco truly has something to be proud of.
Said Chuck Van Court, president and founder of Fuze, “Members, customers and partners that have ongoing relationships with companies expect access to a secure communications channel that they can count on. The Fuze Message Center provides just that for Bellco and eliminates the unreliability inherent with email. Our 7.0 release of the Fuze Suite (scheduled for Spring 2008) will further leverage the Message Center by allowing customers to push marketing and other messaging to consumers.”
Bellco’s Usage Highlights:
|
Activity
|
July
|
August
|
Total
|
|
Online Chats
|
251
|
278
|
529
|
|
Knowledge base views
|
9,427
|
10,391
|
19,818
|
|
Total number of incidents
|
1,833
|
2,755
|
4,588
|
|
Incidents requiring assistance for change of address/phone or for PIN and password issues
|
1,281
|
2,251
|
3,532
|
|
Net incidents
|
552
|
504
|
1,056
|
|
Self service percentage.
|
94.5%
|
95.4%
|
94.9%
|
|
Percent of incidents handled within 30 business minutes
|
99.1%
|
98.8%
|
98.9%
|
About Bellco Credit Union
Bellco Credit Union (www.bellco.org) serves more than 158,000 members in the Denver metro area and has $1.6 billion in assets.