SMW Federal Credit Union, which serves sheet metal workers in Minnesota and the Dakotas, has licensed the Touche CRM solution from Atlanta-based Harland Financial Solutions.
SMWFCU, which already uses Harland's Ultradata core system, was impressed by Touche's ability to work with Ultradata. Employees now have have access to all member and transactional information from the core system, plus Touche's complete interaction history, in one application.
Besides improving customer service, Touche will allow SMWFCU to complete transactions and service requests quickly and efficiently, said Dan Piilola, information systems manager at $48 million SMWFCU. "Our front-line employees will now have access to transactional data, along with each member's interaction history, without having to toggle back and forth between multiple applications."
Touche provides instant enterprise-wide access to all customer interactions, issues and resolution tracking, automated task generation and assignment to designated employees, call center management, sales and referral tracking. The product is fully compatible with host processing and third party systems, including Harland's Max$ell system, providing valuable relationship and profitability data.
Not only does Touche serve as the central point for logging customer interactions and eliminating the paper-trail, it also helps ensure that all member interactions are recorded, Piilola said.