CRM: Meriwest Credit Union
Challenge
Meriwest wanted to upgrade its Siebel platform from
6.0 to 7.8 in hopes that they would improve performance, streamline
workflows and business processes, and provide better navigation
and added functionality to their system. They were facing increased
support costs due to the old version they were running, and wanted
to reduce those costs while upgrading system functionality to meet
the growing needs of their customer base.
Solution
Perficient worked to make recommendations on how
to better leverage Meriwest’s marketing capabilities through
best practices, how to more quickly create and manage service requests
through the Siebel system, how to track production from opportunities
to products booked and, within that scope, how to allocate credit
to the responsible personnel. Perficient led a joint team that upgraded
Meriwest’s existing system while adding key new functionality
and streamlining business processes across the application. The
team reduced the types of service requests in the system, therefore
reducing the number of clicks per customer service rep and allowing
them more time to spend with members instead of searching for information.
Perficient and Meriwest also teamed to deliver a campaign management
solution that leveraged analytics for targeted campaigns.
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Features
- Upgraded Siebel platform from 6.0 to 7.8
- Key new functionality streamlined business processes
and reduced service requests in the system
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Benefits
- Stronger selling and servicing capabilities for CSRs
because of streamlined navigation, less time spent searching
for records, and relevant views into member data and
relationships
- Better usability equated to higher adoption rates
- Improved tracking and reporting capabilities to assist
management in measuring and coaching staff to higher
performance levels
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