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ELEVATIONS CREDIT UNION

ELEVATIONS CREDIT UNION

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ELEVATIONS CREDIT UNION

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  1. ELEVATIONS CREDIT UNION Welcome Silver Cloud / Ask Cliff Presentation Les.boothby@elevationscu.com 303.402.5446

  2. ELEVATIONS CREDIT UNION • Elevations Credit Union – Boulder Colorado • Name: Les Boothby • AVP Retail Operations Support • Contact Center, Operations & Remote Delivery • 5 ½ years • Silver Cloud / Ask Cliff • 2008 & 2009 General Information & Cost Savings • Value to our Members & to Elevations • Q & A

  3. Elevations Credit Union Basics • Asset Size: $925 Million • Membership: 80,000 • Employees: 240 • Branches: 9 • www.elevationscu.com

  4. Silver Cloud / Ask Cliff General Information • Why SilverCloud • 24x7 access to answers through our website • Looking for a more robust way to service our existing online membership and attract ‘tech savvy’ new membership • Consistent information channel delivery database • Why AskCliff • Branded name & Image to make more personal. • Kept with outdoor theme of Boulder / Colorado • AskCliff to be viewed as a Virtual Rep

  5. Meet Cliff • Elevations / AskCliff Webpage Demo • Every page presence • Ask a few questions • Branch Hours, Routing # & Phishing • Submitting a question • When questions submitted?

  6. Silver Cloud / Ask Cliff General Information • In the Beginning… • Date system went live: • September 24, 2007 • Initially started with about 200 questions in our database • 2007 • Sept = 1608 Views / 18 emails submitted • Oct 4176 / 38 emails submitted • Nov 3327 / 28 emails submitted • Dec 2877 / 41 emails submitted

  7. Statistics for 2008 Start of 2008 – Now there are 235 questions in our SilverCloud / AskCliff database Average # of answers viewed per month = 4,431 Average # of answers viewed per day = 145.7 Average # of submittal received per day = 1.57

  8. 2008 Monthly Breakdown Student Rush SilverCloud usage growth

  9. % Auto Answered = 98% $ per question = $1.25 Total Savings = $66,476 ‘Keeping it Real’ Counting only 20% of answered questions resulting in reduced calls… 53,181*.2 = 10,636.2 $1.25 each = $13,295.25 Note – 80% of questions from members still received answers; ultimately providing a higher level of member service 2008 Savings

  10. Daily Statistics for 2009 Start of 2009 – Now there are 425 questions in our SilverCloud / AskCliff database Average # of answers viewed per month = 4,858 (10% growth over 2008) Average # of answers viewed per day = 162 (10% growth over 2008) Average # of submittal received per day = 1.53

  11. 2008-2009 Monthly Breakdown SilverCloud usage growth

  12. Top 5 Questions in 2009 • What is the Credit Union’s routing number? • 2421 views • How do I send a wire into or out of the Credit Union? • 610 views • What are your hours? • 464 views • Where can I find my account number? • 445 views • Where are your branches located? • 407 views

  13. % Auto Answered = 98% $ per question = $1.25 Total Savings With only 20% of answered questions resulting in reduced calls… 58,299*.2 = 11,659 $1.25 each = $14,574 2009 Savings

  14. In the 12 to 18 months! • 3 new branches • Heartland breach & other Phishing technology / internet fraud attempts • And 12% membership growth • 10% growth in AskCliff volume • Only 5% increase call volume

  15. Value to our Member and Elevations Credit Union • Members • 24x7 access to information • Provided more ‘robust’ online solution to existing and new &/or tech savvy members • Elevations Credit Union • Continual Brand Awareness • Helps with product and service awareness • Consistent communication across varied business channels • Continues to help with Retention / NPS / Member Service • Helps with attracting younger / more tech saavy members (known to be more profitable)

  16. Closing • Q & A THANK YOU!