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Credit Unions Archives - POPi/o

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Surges, Staffing, and Strategy: How Financial Institutions can Stay Ahead with Digital Customer Engagement

By | Blog, Digital Customer Engagement

The pandemic has tested all of us. We’ve all changed our lives, our ways of doing business, the dynamics of our relationships, and more. For many of us, these changes have presented new challenges that have tested our patience and forced us to make sacrifices. For some of us, the cost has been far greater than an inconvenience or a missed opportunity. 

And now, a full two years after this all began, the COVID infection rate in the US is the highest it’s ever been. In-person appointments are being cancelled, remote work is being enacted (or reenacted), and Financial Institutions (FIs) across the country are rolling out digital platforms to serve their customers outside the branch.

These are a few of the reasons why Digital Customer Engagement is more important than ever before. With POPi/o, your FI can deliver all your personalized, branch-based services through convenient digital channels, allowing your team to safely serve customers in a convenient and cost-effective way. 

Staffing Struggles

Allowing banks and credit unions to operate safely in the midst of COVID surges is only one of the ways a Digital Customer Engagement platform could help your institution navigate the current landscape. Because, along with surges, many FIs are also facing serious staffing issues. According to The Financial Brand, 80% of community banks and credit unions believe their biggest concern going into 2022 is staffing. Many branches are staffed with only one or two employees, and some are limited to drive-thru-only service.

With such limited access and so few experts to serve their customers, it’s become hard for FIs to operate efficiently. Opportunities are lost, call centers are overloaded, and product experts are underutilized. But with an effective digital platform, your FI can serve a broad customer base, even with scaled-back staffing. 

Lending officers and other experts can work remotely or from a centralized location, eliminating the need to staff branches with all your product specialists. And with the integration of an AI assistant for simple customer service inquiries, you can lessen the workload for your call centers.

Digital Strategy

An effective digital strategy can not only act as a safety net from staffing struggles and COVID surges, but can also provide added benefits and new opportunities. Centralized lending departments can be enacted to make services more efficient than ever before. Expanded service hours are made possible through serving customers outside the branch. And everything from simple interactions to detailed, branch-based processes can be driven through convenient digital channels.

In an unpredictable world, FIs still need a reliable way to service customer relationships and deliver personalized services. With a Digital Customer Engagement platform from POPi/o, your FI has all the tools it needs to stay ahead of the curve—no matter what comes your way. 

Ready to learn more? Let’s talk.

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Braving the Storm: How POPi/o Helped Xplore FCU Serve Members During Hurricane Ida

By | Blog, Client Experiences, Digital Customer Engagement

When Lousiana-based Xplore Federal Credit Union implemented the POPi/o platform a year ago, they didn’t know how heavily they would come to rely on it come hurricane season.

This summer, the deadly and destructive Hurricane Ida struck the struck the gulf coast, leaving many without power, food, water, and other vital resources. In the video below, Xplore President and CEO, Rafael Rondon summarizes the palpable sense of relief his credit union felt knowing they at least had POPi/o to help them continue serving members through this difficult time.

Being a Louisiana-based financial institution, Rafael and his team were no strangers to hurricanes. They had seen the damage sustained in previous hurricanes. So, when Hurricane Ida arrived, they knew they’d have to think fast to keep their members taken care of.

“Hurricane Ida hit on Monday morning,” Rafael begins, detailing the experience. “But by Friday afternoon we were up and running using POPi/o.” Watch the video below to hear more on how Xplore got up and running so quickly.

Most of what they were doing was assisting people who had evacuated the area. They were greeted with members that were grateful in the face of difficulty.

Another way POPi/o was able to help the situation was by providing the technology for Xplore’s employees to work from home during the hurricane. With POPi/o’s flexible platform, the Xplore team was still able to deliver vital services to members from outside their office.

But POPi/o also helped Xplore handle more pressing matters. Using POPi/o’s uniquely extensive capabilities, Xplore was able to provide emergency loans to members who were affected by the hurricane. In the video clip below, you can hear Rafael explain the value this service provided during his members’ immense time of need.

“Our video banking department was processing something like 120 emergency loans during those last two or three weeks of the month, after Hurricane Ida—because, you know, our members needed those emergency funds,” Rafael says, detailing the urgency of the situation they faced.

When asked if he could imagine repeating the experience without POPi/o, Rafael states plainly, “I couldn’t imagine not having POPi/o… It’s a scary thought to be honest with you.”

While members were able to receive some limited services from the credit union over their phone lines and mobile apps, only POPi/o allowed them to deliver their personalized, comprehensive services that they’re known for. To hear Rafael’s full answer, watch the video below.

And if you’re interested in learning more about POPi/o’s Digital Customer Engagement platform, talk with one of our experts.