XP System Clients Say They're Getting a Lot Out of Release One of XP2; Release 2 Now Being Rolled Out

MOORPARK, Calif. – XP Systems recently held its annual users conference and the topic on everyone’s lips was XP2, the newly revamped in-house core processing system unveiled last year. Currenlty 180 credit union clients are live with XP2, which is being rolled out in a series of releases. The first release introduced an integrated member services and cross selling platform (XP2 Member Services Platform) running on an IBM DB2 open relational database. “The rollout of XP2 has been managed as a multi-year project with a strategic vision driven by our customers. We are pleased with the results our credit union customers are already achieving,” said John Edwards, XP Systems’ president. Orange County’s CU is seeing measurable results already with XP2 in the call center, according to Randy Stolp, the CU’s call center manager. The call center has a staff of 16 who field 20,000-30,000 calls a month. Using XP2, reps can see member contacts with the CU at a glance, including ATM transactions, calls to other reps, in-person contacts, Net contacts, and others. The browser-enabled screens also give reps snapshot views of the memberships, cross selling prompts and quick links to information. “The insight XP2 gives our call center staff means that members don’t need to repeat themselves. We can quickly indentify why they are calling based on their contact history, and either resolve their situation on the spot or route that contact cleanly through the system to the right place,” said Stolp. The data logged in XP2′s relational IBM DB2 database allows Orange County’s CU to create all sorts of trend reports on how members are using the credit union. “Relational data gives us unlimited ways of seeing trends in member behavior. We can drill down to why and how a member calls. It may sound strange, but we can help them to stop calling us,” said Stolp. He said the goal of the call center is to make members aware of things like Net banking and audio response to meet their needs, and thus reduce incoming calls to the call center. Stolp said in the past employees could put memos on members accounts that would tell other employees what the member’s recent contacts with the CU have been. However he said they were limited because they couldn’t be categorized, and if it was a longtime member there could be stacks of memos piled up. “Now we can search by category, so if someone is talking about a missing deposit they called in on recently we can pull up only missing deposit information. It’s faster and really shows the member we know what they’re concerned about,” said Stolp. At Best Source CU, Waterford, Mich., XP2′s contact management and cross-selling tools have helped the CU cut down on the paper trail, according to Ken Ehart, Best Source CU’s Manager of Member Services. It uses XP2 contact management to keep tabs on individual relationships, integrate data, and develop workflows for members’ interactions. Approximately 90% of its member contacts are made by telephone or over the Net. Prior to XP2, the CU used several manual forms to keep track of members that would often get lost in the paper shuffle. Now it shares reports through the system. The member services reps benefit most from the information. When a member is forward to the member service department, their contact information appears on all five member services’ reps screens at once. Once and MSR accepts it, it’s removed from the queue. The new contact system has allowed the CU to eliminate five or six manual forms. Shell Employees FCU is utilizing XP2 to help drive a sales culture among employees. “We felt we did not have adequate information for effective decision making, and that decisions were made based on the past or sporadically. Our challenge was to create an infrastructure for reporting, analyzing and deploying business intelligence,” said Joe Williams, assistant vice president of IT for the CU. Shell uses XP2 in conjunction with Crystal Enterprises on an IIS Server. The result has been a system that allows front-line staff to see more member data and run their own reports from their desktops to have the most recent data available. Dorothy Cooper, Senior VP Member Services, for Primeway Federal Credit Union said Primeway uses the contact/cross-sell features of XP2 to manage an employee incentive program. The system encourages employees to cross-sell primarily checking accounts. Cooper said the CU can now log if the employee was successful, if the member wanted more information, or if the member wasn’t interested. “At the end of the month we pull a report to see how each office, department or individual did. Over the term of the year points are accumulated that can be used for gifts time off and other things,” said Cooper. Cooper said the CU tried to do this before, but the manual system was inefficient and did not allow it to generate reports. [email protected]