Markham, Ontario, Canada, April, 2017 -- Doxim, a provider of customer engagement software for the financial services industry, is pleased to announce First West Credit Union has rolled out Doxim CRM.
First West recently launched the system at the 54 branches and 39 insurance offices of its four divisions—Envision Financial, Valley First, Island Savings, and Enderby & District Financial. This complex implementation of CRM will enable First West’s regional brands to deliver an enhanced member advisory experience by building more accurate member profiles and more closely connecting all lines of business.
"With four back office processes and 11 different systems performing CRM functions, getting a complete view of a member’s activities was challenging," said David Arrowsmith, Vice-President of Business Solutions at First West. "If a member had business with more than one of our branches, divisions, or lines of business, we couldn’t immediately see it. We needed a single view of a member across all our systems – a unifying platform. Additionally, we needed to implement a consistent set of member advisory processes across our organization as well as the ability to share intelligence across brands and lines of business, including insurance and wealth management."
"Employee feedback is very positive," said Arrowsmith. "We’re extremely pleased with the speed of our implementation. Our four banking systems were connected to the CRM system in six months, which is one of the shortest implementation periods we’ve ever heard of for a CRM project of this complexity."
"Eliminating so many competing systems will bring significant process, time and cost savings to First West," said Arrowsmith. "We now have simpler and more consistent processes for recording member interactions and tracking referrals which will allow us to provide a high quality advisory experience for our members, across all lines of business."
"Mergers and acquisitions are a commonplace occurrence in the credit union industry," explained Chris Rasmussen, president and CEO of Doxim. "So, many credit unions find themselves contending with managing multiple legacy back offices that are expensive to maintain and difficult to integrate.
"First West’s implementation of Doxim CRM shows how CRM can be used at an enterprise level to create integration and rationalization of systems, and federate multiple user groups. This harmonization will result in improved efficiency and simplicity for staff and members, and help the credit union uncover new sources of sales revenue as well. We’re proud to have worked alongside First West on this project, which represents a significant milestone for both organizations."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, April 21, 2017
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.