The Challenge
Pierre Merlin, PhD, VP Information Technology atMy Credit Union inherited a “new” phone system when he arrived at My Credit Union that was already obsolete and wasn’t even worth installing. As a growing and evolving credit union, Merlin knew My Credit Union needed an upgraded phone system that could grow and evolve with them, while providing all the functionality required in today’s business environment.
The Solution
Because My Credit Union needed more than the standard business phone system, they turned to Loffler for a replacement. They chose to implement a Unified Communications phone system, which offered more features.
“We went from 1-to-1 replacement to the next generation of telephony,” Merlin said. “And that was Loffler.”
Unified Communications offers numerous features and capabilities to enhance any business’s phone system. Merlin and the team at My Credit Union wanted Loffler’s Unified Communications solution for access to two of those features: 90-day call recording and a dashboard to view call center activity.
90-Day Call Recording
Call recording is easy in concept: you just record everything. Management of call recording is much more difficult. As the person in charge of information security at a financial institution, Merlin cannot listen to calls from the credit card department, for example, because they contain private information. My Credit Union needed a solution that would allow control and segregation of who can listen to what. Loffler’s solutions fit those needs.
Call Center Dashboard
My Credit Union also gained a dashboard for their call center. They now have a screen where the managers and the call center employees can look at and know how many people are in the queue and how long it takes to answer the call. Having those statistics on the dashboard helps call center agents improve service to My Credit Union's members.
“We don’t want the member to wait too long,” Merlin said. “We don’t want the member to spend too much time trying to understand or get what they want. So that dashboard brings a lot of value. And that was not in the old vendor contract. Loffler came with it.”
The Results
“Something I really dislike is people telling me what to do. If I have a need for a car, don’t try to sell me a bicycle. And the problem with many vendors is that they know better than you do. Loffler, they listen, they came with solutions, they came with ideas and we worked together.”
Pierre Merlin, PhD
VP Information Technology
My Credit Union
The Unified Communications system that Loffler provided offers all the features that a financial institution like My Credit Union needed, including compliance features. Loffler took the time to get to know My Credit Union’s needs and find a solution that would fit those needs, without trying to sell them more than they needed.
“I am a CIO and a CSO,” Merlin said. “If you translate in English, I’m a control freak. I need to know what’s going on. And [with] Loffler, I never, ever have to ask the same question twice. Never. I get information the first time, the correct information and information I can trust. Not something I have to question.”
Loffler differentiates themselves from other vendors, Merlin said, in that their solutions consider cost, features and what his organization needs.
“Something I really dislike is people telling me what to do,” Merlin said. “If I have a need for a car, don’t try to sell me a bicycle. And the problem with many vendors is that they know better than you do. Loffler, they listen, they came with solutions, they came with ideas and we worked together.”
My Credit Union works with Loffler for Managed Print Services and Managed IT Services in addition to their Unified Communications system.
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