Problem:
Schools Federal Credit Union of Los Angeles experienced a phone line
outage during a busy payday, losing access to its account database
and Internet access. The 22,000-member credit union needed an alternative
way to serve a growing line of members eager to cash their checks
and transfer money among accounts. “The phone line went down
on a payday Friday, creating a troublesome situation for our staff
and our members,” said Barbara Abraham, operations manager at
Schools Federal Credit Union.
Solution:
PSCU Financial Services’ Total Member Care Contact Center representatives
were in touch with the credit union within 10 minutes, ready to verify
account information and enable access to funds and transactions for
all members. These representatives conducted deposits and withdrawals
seamlessly for five hours while the phone line was being repaired.
The Contact Center also worked with the credit union’s staff
to maintain a transaction log that would simplify account balancing
and reporting once the primary server was restored.
Results:
“Although our branches could not directly access member information,
PSCU Financial Services’ use of the shared branching network
ensured connectivity and avoided a service interruption,” Abraham
reported. “I have always felt that the cooperative’s Contact
Center services would be a capable and complete backup in case of
emergency, and their response demonstrates their commitment to providing
superior member service.”
Contact:
Patrick Hughes
P. 800-443-7728 extension 2302
E. phughes@pscufs.com
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