American Eagle Federal Credit Union

AEFCU Case Study

Challenge

• Staff in the credit union’s 17 branches frequently did not report member complaints to head office
• Complaints that did reach head office often were lacking in detail or failed to include contact information
• Apart from an annual survey, the credit union had no reliable means of measuring member satisfaction

Solution

• Selected i-Sight Service and Complaints Software for ease-of-use and customizability
• i-Sight is web-based so it can be accessed conveniently by credit union members, call center staff, branch employees and senior managers
• User-friendly interface encourages members to provide more detailed information
• Complaints are automatically routed to the appropriate “product owner” for follow-up and response. If no action is taken within a set time period, the system automatically escalates the complaint to a more senior manager

Results

• Senior managers benefit from much greater awareness of member problems and concerns
• Customer loyalty and satisfaction are enhanced because of more consistent and timely responses
• Instead of being swept under the carpet, complaints and feedback are now a valuable source of business intelligence

"The i-Sight system provides us with a reliable and systematic way of capturing feedback and learning from our mistakes. We now have a better and much more well-rounded view of member satisfaction from all standpoints."

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