Spokane Teachers Credit Union Case Study
Spokane Teachers Credit Union was banking on finding a sophisticated, manageable telephony solution that would allow them to continue delivering great service for their members. Mitel’s VoIP solution was able to enhance contact center functionality, reduce costs and decrease inefficiences for STCU.
STCU is the Inland Northwest’s largest and most successful credit union, with more than 600 employees who serve 170,000 members at 20 branch locations. STCU attributes their growth to their long-standing commitment to building the best possible relationship with every member.
As of early 2016, STCU served 150,000 members and had 575 employees across 18 branches. Its basic telephony system was aging. The organization was looking for an upgrade that would enhance contact center functionality, offer more sophisticated reporting, and provide a myriad of other modern telephony features.
Once the decision was made to move to a new phone system, STCU IT Operations Manager Greg Gallaway started evaluating potential solutions.
After reviewing vendor proposals, STCU selected Mitel for several reasons. Based on previous experience with Mitel, STCU knew it could handle many of the administrative and maintenance tasks without costly third-party intervention. In addition, the Mitel VoIP system provided all new components, and its unified communications technology exceeded most current telephony standards.
To prepare for the transition, 100 percent of the staff received classroom training. The sessions also were recorded and archived for new hires.
Since the Mitel deployment at headquarters went so smoothly, STCU decided to move the branches over to the new system much faster than originally planned. The entire Mitel VoIP solution was operational throughout the organization within eight months. When the organization went live, the transition was seamless.
In a credit union, each member owns a piece of the organization. When spending the members’ money to improve the level of service, it’s important that every decision provides value.
The ability to affordably scale was one area where Mitel excelled. The organization has large head count at headquarters, but its branches typically have five or ten users. The credit union needed a hosted telephony solution that offered smaller location devices and had local survivability.
According to STCU, since the Mitel deployment, member service has improved significantly. The Mitel Enterprise Contact Center callback feature has enabled the organization to reduce the time members wait for an available customer service representative. Members can hold their place in the call queue and then receive a phone call as soon as their number comes up. That feature alone has significantly improved both call hold wait times, as well as the member experience.
“I have no doubt that the Mitel system has paid for itself. As a credit union, you want the most value with the least amount of effort. Mitel accomplishes that in a number of ways. I would definitely recommend Mitel."
Greg Gallaway, IT Operations Manager
Using the Mitel Enterprise Contact Center call flow system, STCU’s internal telephony administrator has been able to create custom applications. During a promotion in December, the IT department created an app that allowed callers to opt in, which saved seven or eight minutes on each of the 1,500 monthly calls.
With the Mitel system, representatives can now see how many calls are in the queue and the status of all representatives via a big LCD screen. That added visibility has driven down call-handling times and increased the capacity of the contact center, without adding staff, because representatives are managed more efficiently and effectively.
Post-transition, the number of employees working remotely is on the rise. The primary reason for the increase in remote workforce is that Mitel’s reporting functionality gives contact center supervisors much more visibility into the performance of home users.
To date, feedback has been extremely positive from both the management and representatives in the contact center. Everyone in the organization finds Mitel user friendly and there have been very few help tickets, which is a positive for IT.
Mitel has given STCU the ability to enhance its member experience now that internal IT resources can make changes, including branch deployments. IT no longer has to wait for or pay a vendor to implement new sites or modify call routing functionality.
For a smaller credit union, the Mitel system is intuitive enough that IT doesn’t need an in-house telephony expert to successfully manage the system. IT can quickly react to members’ needs without calling in outside parties.
In the future, the STCU software development group plans to provide tighter integration with existing applications and add automated pop-ups. Additional improvements are anticipated as IT continues to automate various aspects of the Mitel system.
“I have no doubt that the Mitel system has paid for itself. As a credit union, you want the most value with the least amount of effort. Mitel accomplishes that in a number of ways. I would definitely recommend Mitel,” concludes Gallaway.
- Implement an innovative, easily managed solution that would enable STCU to scale with growth
- Needed to upgrade contact center functionality
- Desire for a solution that allows STCU to improve member service, while providing members the most value for their money
The Mitel UC deployment included a VoIP system, Enterprise Contact Center, and IP phones
- Ability to create reports in-house
- Lower TCO
- Elevated member service
- Increased staff productivity
- Ability to manage a remote workforce with greater ease