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.

Features Upgraded Siebel platform from 6.0 to 7.8 Key new functionality streamlined business processes and reduced service requests in the system	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