Susan Chapman, VP and CMO at Smart Financial Credit Union walks through how their focus on providing superior service to every member has paid off. Their vision to be the financial services provider most admired for its people, performance and innovation meant that they needed to find a way to bridge the gap between member expectations and the actual level of service their 78,000 members receive. Smart Financial partnered with SilverCloud to allow their members to connect with their institution, “Where they want, when they want, how they want.”
Since implementing SilverCloud’s Consumer Support solution, the $570 Million institution with 18 branch locations have experienced substantial time and cost savings. Smart Financial’s call center which typically handles about 18,000 calls a month has evolved. With SilverCloud instantly answering close to 25,000 member questions already this year, their 15 person call center is now having better conversations with their members. They are building stronger relationships and finding revenue opportunities.
As Smart Financial continues to grow, so are their plans for enhancing these connections with their members across their digital channels to include their new mobile banking applications, social media outlets and online banking.