Seeking operational improvements across all of its departments, the $1.7 billion Spokane Teachers Credit Union in Liberty Lake, Wash. implemented collaborative help desk software from HelpSTAR in 2010 and is now reaping many benefits, the Oakville, Ont.-based vendor announced.
The credit union turned to HelpSTAR when it outgrew its internal help desk system, which directed all support requests to a single email account that was monitored and routed manually by a dispatcher, HelpSTAR said. Now, all 500 of Spokane Teachers CU's employees in 15 branches use the software suite designed to streamline problem resolution and workflow.
“We initially implemented HelpSTAR in July of 2010, providing access to 20 support technicians,” said Eric Stoker, network administrator of applications for Spokane Teachers CU. “Today, the software is being utilized across multiple departments within the organization. We are very pleased with the capabilities we now have, including the seamless routing of online support tickets to the appropriate department.”
According to HelpSTAR, one major benefit of the software for Spokane Teachers CU is that it automatically routes incoming emails to the appropriate departments after scanning their subject lines for keywords.
In the near future, the credit union will implement other key features of HelpSTAR's software, such as its Web Portal and social software aspects, Stoker said.
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Natasha Chilingerian
Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.
