MRM platform is a robust collection of tools designed to address the unique needs of credit unions. MRM empowers credit unions to succeed in today’s competitive landscape by streamlining operations, enhancing member experiences, and driving digital transformation.
Your Contact Center agents are essential to your credit union’s operations. It is critical for agents to have member information at their fingertips so they can better serve members while maintaining an optimal average handling time.
The MRM suite is made up of key modules that have been designed specifically for credit unions. The modules are highly customizable, and they all work together to provide the ultimate control in employee and member experience! ,
You can choose to implement any or all of the modules based on your specific priorities and strategic initiatives. The MRM Member 360 view is a breakthrough capability for your Contact Center agents, as they can access member information, initiate requests complete them with RPA bots to perform the work, and so much more!
Key Modules of the MRM Platform
- CRM
The CRM integrates comprehensive member information, including preferences and interaction history, providing a 360-degree view of each member. This allows credit unions to tailor communications and services to individual needs, promoting deeper connections. Our CRM solution goes beyond simply storing member data; by understanding member behavior, it empowers credit unions to deliver truly personalized experiences such as targeted marketing campaigns and tailored financial advice.
By leveraging these insights, credit union staff can get to know the member needs ahead and proactively help, enhancing overall member satisfaction. For instance, CRM can identify members who may be struggling financially and proactively offer support or guidance.
The CRM module helps identify opportunities to offer relevant products and services, driving revenue growth and extending member relationships. By analyzing member behavior and preferences, credit unions can recommend products and services that align with their specific needs.
- Centralized Trouble Ticketing:
This module provides a centralized platform that helps credit unions to log, track, and resolve member issues. By tracking and analyzing the reported issues, credit unions can identify common problems and find and implement long-term solutions.
Our Centralized Trouble Ticketing system prioritizes urgent issues and assigns them to the right staff members. This in turn is speeding up the resolution process. The automated workflows and real-time updates will assist the credit unions to ensure that the members are kept informed on every step of the resolution process, thus improving efficiency and member satisfaction.
The centralized ticketing system helps to monitor and analyze issue trends, enabling credit unions to identify potential problems and implement proactive solutions. By measuring key performance indicators, such as average resolution time and customer satisfaction, credit unions can constantly improve their service quality.
- Robotic Process Automation (RPA):
RPA automates repetitive, rule-based tasks such as data entry and system updates using our product RPA Genie, freeing up staff to focus on more important and complex work. By automating routine tasks, credit unions can significantly improve operational efficiency and reduce costs.
By automating routine tasks like Debit or Credit Card Disputes, loan processing, and account opening, RPA streamlines operations and reduces the need for manual work. This leads to significant cost savings by reducing labor expenses and improving the accuracy of these processes.
Automation minimizes human error, ensuring data accuracy and consistency. By automating data entry and validation processes, credit unions can reduce the risk of errors and ensure compliance with regulatory requirements. RPA technology can be applied to tons of use cases. Keys to successful automation projects include repetitive and rule-based processes with high volume and high impact.
- Chatbot and Knowledgebase:
A chatbot and knowledge base provide 24/7 support, giving members instant access to information and assistance. This improves member satisfaction by reducing wait times and allowing members to find solutions independently. By offering these self-service options, credit unions lessen the workload on their staff, allowing them to focus on more complex issues.
Members can often resolve common issues on their own using these tools, which empowers them and further reduces the burden on staff. A comprehensive knowledge base and an easy-to-use chatbot allow members to quickly and easily find answers to their questions. This readily available information improves the overall member experience.
By providing accurate and timely information, the chatbot and knowledge base can often resolve issues during the first interaction. AI-powered chatbots can provide personalized and efficient support, even for complex inquiries. Beyond chatbots, AI and machine learning can be used for various purposes, including voice assistants, biometric authentication for enhanced security, fraud detection and prevention, and even predicting potential cross-selling opportunities to better serve members’ needs. These technologies help credit unions improve efficiency, security, and member service.
- Apps, Forms, and Workflows:
This system helps credit unions modernize by turning paper processes and forms into digital ones. This makes things more efficient, cuts costs, and gives members a better experience. Digitizing processes streamline operations and improve overall efficiency.
Automated workflows reduce paperwork and speed up decision-making. This means faster processing times and fewer errors. By automating these workflows, credit unions can significantly improve their operational efficiency and accuracy.
By offering convenient digital channels, credit unions can provide a seamless and efficient member experience. By providing mobile banking apps, online account access, and digital loan applications, credit unions can meet the evolving needs of their members.
Forms become easy to create and easy to use with AppForms. Best of all, these forms can capture eSignatures through DocuSign or Adobe Sign, and your completed forms can even kick off custom workflows – improving the experience for both employees and members. Create dashboards, forms, and workflows with our No-Code platform, AppForms. These solutions are quick to implement, easy to maintain, and provide the perfect complement to RPA.