and surrounding towns successfully and smoothly implemented TheComplete Credit Union Solution: DNA
and surrounding towns, successfully and smoothly implemented TheComplete Credit Union Solution: DNA (TCCUS: DNA), the latest enterprise-widerelational data processing platform from Open Solutions Inc.. Open Solutions isa leading provider of integrated enabling technologies for financialinstitutions in the United States, Canada and other international markets. “Conversion is probably the largest, most complex project a financialinstitution could undertake,” explained ESL`s Mike Armbruster, senior vicepresident/operations center director, “and with it comes a lot of challenges andopportunities. But knowing what can potentially happen during a core conversion,we didn`t anticipate that it would go as smoothly as it did.” The smooth implementation can be greatly attributed to ESL`s thoroughpreparation. Staff members underwent extensive training beginning more than fourmonths prior to the implementation date. The credit union utilized super usersin every area and maintained an intranet with comprehensive implementationinformation. Working with their Open Solutions` team, they also created detailedhour-by-hour plans for the conversion and conducted two full “dress rehearsal”practice implementations.
Working closely with Open Solutions and third-partyvendors, who also provided vital support, ESL set reasonable expectations forwhat could be accomplished immediately on the new system. Furthermore, ESLbenchmarked extensively with other financial institutions about what to expectduring the process. “We succeeded in avoiding a lot of rookie mistakes,” said Armbruster. “Wescheduled in advance several large status and critical problem managementmeetings for the weeks following conversion, sort of `crisis management,` but westopped holding them after the third day because things were going so well.Everything returned to normal a lot faster than most of us anticipated itwould.” ESL`s members were kept apprised of the change, with handouts, mailings, branchsignage and information posted on the credit union`s Web site and phone system. “Member loyalty is very important to us – it`s a key measure of our success -and through our relationships with our members we`ve built a lot of trust,” saidCeleste Kier, the credit union`s vice president and marketing director.
“Thesystem had to continue to provide members with positive experiences, so we`vebeen tracking member loyalty weekly since the conversion and we have seen nonegative impact. It`s been a smooth transition for them, almost as if they werenot aware it happened.” The implementation took place over the first weekend in March, so while it`s tooearly for ESL to see a return on investment, staffers and members have alreadyseen benefits from TCCUS: DNA. According to Armbruster, “Employees really like the ability to collectelectronic signatures during the account-opening process and the more advancedimaging capabilities. And our members like the improved end-of-day process: Inour old system, our electronic channels had to shut down for several minuteseach night, but with the Oracle database of DNA, there`s no need for thatanymore.” Armbruster cited the platform`s modern architecture and superior technology askey reasons for selecting TCCUS: DNA. “It will really prepare us for the futureand the additional lines of business we`ll be exploring.” “The Complete Credit Union Solution: DNA gives credit unions a competitiveadvantage in operational efficiency and relationship management.
