Critical Service Channel:Your Staff and SilverCloud

Presented By: Ashley Carner AVP Operations

AMOCO Federal Credit Union

AMOCO Federal Credit UnionTexas City, TX

5 branch locations500 million in assets

60,000 membersXP Systems core

Searching for a SolutionInformation disseminated to

employees via email, in print or saved on a shared drive.

Each employee referencing and maintaining their own information in their own way.

Employees looking in too many different places (email, folders, or on shared drive).InefficientMisinformation

SolutionImplementation of SilverCloud vbooks and

internal knowledge baseUse internal knowledge base as a document

storage baseUse vbooks to put policies, procedures, and

general information for employees

Implementation

Timeframe1 week with SilverCloud on site

Implementation processExternal – 200+ “canned” questions and

answersInternal – conversion of existing material and

training on inserting new material

BenefitsEmployees no longer have to save emails, look on

a shared drive or look through a file cabinet to find the most up to date information about policies, procedures, products, services, etc.

Employees have immediate access to the most up to date information.

Decrease in research time; increase in response time to member.

Increased product knowledge.Increase in consistent information being given to

members.

Online Banking Conversion

Integration into AMOCO’s intranet

•Although initial usage of SilverCloud was good, we felt it could be better.

•Struggled with employees keeping up with the “link” to SilverCloud.

•Decided to implement SC with an intranet to increase usage and to make it more accessible to all employees.

Access to SilverCloudLibrary View Search Results

SilverCloud for our Members

Search Results for Members

ResultsInternal

Decrease in employee time spent looking for information.

Increase in accuracy of information to members.Effective way to store all relevant information in one

area.Senior management named SilverCloud 1 of our top 5

accomplishments in the past 5 years.External

Membership growth increase; volume of calls stable90% search results answered without further

submittal

Membership Growth & Call Volume

Mar

-07

Apr-0

7

May

-07

Jun-

07

Jul-0

7

Aug-0

7

Sep-0

7

Oct-0

7

Nov-0

7

Dec-0

7

Jan-

08

Feb-0

8

Mar

-08

Apr-0

8

May

-08

Jun-

08

Jul-0

8

Aug-0

8

Sep-0

8

Oct-0

8

Nov-0

8

Dec-0

8

Jan-

09

Feb-0

9

Mar

-09

Apr-0

9

May

-09

Jun-

09

Jul-0

9

Aug-0

9

Sep-0

9

Oct-0

9

Nov-0

9

Dec-0

950,000

52,000

54,000

56,000

58,000

60,000

62,000

64,000

66,000

68,000

AMOCO – Calls per Customer

Mar

-07

Apr-0

7

May

-07

Jun-

07

Jul-0

7

Aug-0

7

Sep-0

7

Oct-0

7

Nov-0

7

Dec-0

7

Jan-

08

Feb-0

8

Mar

-08

Apr-0

8

May

-08

Jun-

08

Jul-0

8

Aug-0

8

Sep-0

8

Oct-0

8

Nov-0

8

Dec-0

8

Jan-

09

Feb-0

9

Mar

-09

Apr-0

9

May

-09

Jun-

09

Jul-0

9

Aug-0

9

Sep-0

9

Oct-0

9

Nov-0

9

Dec-0

9 0.95

1.00

1.05

1.10

1.15

1.20

1.25

SilverCloud Enabled

ConsiderationsMake sure you have someone(s) dedicated to

maintaining and improving the usage of SilverCloud

Get buy in from all department heads and train them to manage their own vbook and knowledge base categories

Train and retrain everyone to utilize it – especially those who are not comfortable with computers.