Eliminate Interoffice Communication Tasks With Workflow Automation

By Author: Mia Mil
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processes that can result in service gaps, inefficiencies, and greater cost to the credit union. How different would the service rep's day be if workflow processes were automated instead of manual? If credit unions could eliminate the need for back-and-forth communications between staff, could they operate more efficiently? Would staff have more time to focus on the member - ultimately enhancing service satisfaction and potentially increasing sales?

According to Rick Poulton, President of the Better Branches - a software and technology consulting CUSO - the answer is a resounding yes!

Better Branches LLC provides credit unions with solutions for improving efficiency and increasing productivity. After observing the communication time required between branch, call center, and back office staff to resolve service issues, Poulton and his team developed an automated workflow solution. It's goal - to improve credit union efficiency by minimizing the need for back-and-forth communications between departments and staff.

According to Poulton, Workflow Automation adds an elegant fluidity to the entire member ...
... service process. By standardizing and automating processes, Workflow Automation moves the service event through the proper channels without requiring phone calls or emails between staff. When tasks require follow up from another department, Workflow Automation reassigns the task to an individual or workgroup. When cross-departmental actions are required to resolve a service issue, the system carefully tracks the service event and escalates potential problems to the management level if the issue remains unresolved for a period of time. This way, service tasks are never dropped before the manager has the opportunity to intercede, and the member is ultimately served more quickly and efficiently.

The first step to creating an automated workflow solution is to standardize workflow practices.
Phone scripts can be enabled, allowing staff to present a service synopsis to the member with ease, even if additional time and action is required to complete the service event. If staff can't immediately resolve the issue, the member is provided with a unique service event number, assuring them that the next service representative that helps them will know exactly what was discussed previously. A service process overview is available organization-wide, allowing anyone to pick up where the last person left off.

When it comes to managing or reducing operations costs, Poulton believes Workflow Automation often pays for itself with one year. He states, Email, voice mail, and interoffice mail between staff can be time consuming and costly. With Workflow Automation, credit unions standardize the way their organization completes a task, and information is pulled directly from the host. Plus, the system monitors and escalates service events, allowing for management by exception. Credit unions using the solution often find it to be so effective that they can cut overtime costs and reduce head counts.

What's the biggest difference Poulton notices when he enters a credit union that utilizes Workflow Automation? Silence, he says. The phones are quieter and people are more relaxed. I believe it empowers staff to become more involved in the consultative process with members instead of the problem resolution process with coworkers. When staff is more at ease, productivity is enhanced, and members are better served.

Workflow Automation is available as a stand-alone module, or it can be combined with Better Lobby - the CUSO's lobby management tool, and Basic Contact Management - a solution for capturing and organizing service history notes. The module trio works in harmony to deliver an ideal continuity of service throughout the credit union. The module-based solutions allow credit unions to start where their need is the greatest and then roll out additional modules over time. Credit unions quickly get the highest gain while managing costs and risks. All three solutions can be up and running within six months.

"Better Branches offers a variety of technology solutions designed to fit your credit unions and your budget. To learn more, request a web demo by email at demo@betterbranches.com, or visit www.betterbranches.com.
To attend a Basic Contact Management web demo, review the options available and/or obtain a price quote, please send an email to demo@BetterBranches.com. "

If you want to know more information,please visit our site:http://www.betterbranches.com