Chickens Come Home to Roost

Last month in his column, Executive Editor Ivan Schneider discussed his credit union's conversion from Galaxy Plus Credit Union Systems' Internet banking service to Digital Insight's consumer online banking platform ("Welcome Home, Chickens").

Unfortunately for Ivan, the migration resulted in a less-than-satisfying customer experience. In the interest of fairness to Digital Insight and credit unions everywhere, we present the following responses to Ivan's comments.

Dear Ivan,

We sincerely regret the negative experience you wrote about surrounding the transition of your credit union's online banking service to our consumer Internet Banking platform.

Digital Insight works closely with our clients and technology partners to systematically help ensure a near-seamless end-user experience during migrations and implementations. Nevertheless, significant change and improvement of an institution's online service often involves many layers of interaction between multiple partners so, on rare occasion, isolated difficulties can occur.

Digital Insight takes our ability to serve our clients very seriously. Therefore, regardless of the complexities of the transition process, issues like you experienced - though few and far between - are very regrettable.

We hope you will reconsider your decision to leave your current institution.

Sincerely,
CeCelia Morken,
SVP, Sales & Client Services, Digital Insight Corp.

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Dear Ivan,

Are we to assume from your editorial that you think that credit unions are not capable of good planning when it comes to conversions from one system to another? Do we also conclude that you think banks are not capable of poor planning when it comes to conversions from one system to another?

As someone who has had many years of experience with banks, savings and loans, and credit unions (as a former management consultant), I can tell you that I have seen plenty of examples of similar bad conversion experiences within the banking industry. Without detracting from the experience your credit union put you through, it was a single credit union that did this. It is not and should not be a reflection on the entire credit union industry, as you seem to imply in your closing statements. One company does not represent the entire industry.

Gary E. Somerville,
Director of Decision
Support Systems, DM
Federal Credit Union