Monthly Archives: February 2019

Many Happy Returns Concludes

FOR IMMEDIATE RELEASE:

Spokane Valley, WA – 02/06/2019 –  ESP’s program for End-Of-Year tax documentation has concluded for the year. All in all, it was our most successful year ever.

Over the course of about three weeks, ESP Printing Services produced 45,000 tax mailings all while performing other regular print jobs such as Notice Printing and monthly statements.

In order to provide more timely completion of Many Happy Returns, ESP Print Services implemented a new program. By creating a sign-off calendar, ESP guaranteed a specific delivery date if the credit union completed their part of the process by a given date. It was incredibly successful with 100% of all deadlines met by ESP.

Brandon Frisch, Print Services Manager, stated his goal this year was to sew up a few previous issues, improve quality and to manage expectations on the part of clients and ESP.

“If you signed off by a certain date we guaranteed that the tax documents would be delivered by a specific date.”

– Brandon Frisch

Next year, Print Services will implement a few small changes to further improve the process and ensure guaranteed delivery dates.

Success: Audio Banking Migration

FOR IMMEDIATE RELEASE:

Spokane Valley, WA – 02/04/2019 – ESP, Inc. has now successfully ported all of the Tropo-based audio banking clients to the new Twilio-based solution. When CISCO announced at the end of 2018 that they were sunsetting the Tropo product line, we knew many of your credit union members depend upon phone banking; we had to find a solution. Our talented development team got to work immediately to find a solution that could continue the audio response solution without interuption.

When this project started, our team knew it would need to be successful on the first try with building a solution, whilst having no previous exposure to the new platform. After conducting extensive research on several possible platforms, we settled on a vendor that was technologically advanced and offered us a high degree of responsiveness.

Twyla Morales, Product Deployment Specialist at ESP, was the project manager of the hosted audio migration. In order to ensure a smooth transition with all 27 credit unions, she decided to conduct the migration in three phases in order to provide focused customer service to each client. Part of her job consisted of porting phone numbers from the existing vendor to the new vendor in a very specific time period.

This new vendor allows ESP an unprecedented level and access and control over the application. This gives us the ability to quick respond to and address issues as they arise, without relying on a third-party for implementation.

“We’re more educated into how the process works. Our previous vendor was more of a hands-off situation. They did all the work, while we awaited their changes on their timetable. With our new vendor, we are much more in control of the process which equates to enabling us to be more responsive to our credit unions.”

– Twyla Morales

Another key member of the migration team was George Saprito, a developer here at ESP. George was tasked with providing a seamless user experience for our Audio Banking users. Using the existing solution as a template, he coded the new solution to be totally familiar to those members that rely on phone banking. Start to finish the project took four months.

From the discovery phase and primary development through four rounds of exhaustive internal testing, our team did it all in-house. At the start of this project, ESP Development had zero experience coding on the new platform, but George was quickly up to speed. He noted the soundness of this new system.

“This new platform offers us a new level of stability. Plus, there’s a new set of features that we can tap into the future. It will easily allow us to program new features including multi-lingual capability.

– George Saprito

Another key part of this process will include a feedback survey. We want to know how well we did and how we can improve on this process in the future.

“We understand that third-party service changes are part of life in the modern era of acquisitions and mergers. There is always a chance that a company like Tropo, in this example, will get bought by a big company like CISCO. Tropo had a great product and was an upstart in the industry, so it wasn’t really a surprise when we got the notification. I am thrilled with our team, how they came together with a solid replacement for the Tropo service, created a plan that ensured no member impact, and delivered the seamless replacement on-time to our Client base.

– Matt Lefler

In all, the process, planning, coding, testing and porting a new solution in such a short span of time is remarkable. We are looking to this process as a standard for our development in the future.

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Szabo New Conversion Coordinator

FOR IMMEDIATE RELEASE:

Spokane Valley, WA – 02/04/2019 – ESP taps Lexi Szabo as new Conversion Coordinator.

She started as a receptionist in the Summer of 2015. After being promoted to Client Services Representative, her ethic of high-level customer service garnered her three ESP Employee of the Year recognition awards.

Lexi Szabo, Conversion Coordinator

Lexi will be managing core conversions from beginning to end. A big part of her new position will be the coordination of communication between the client, their vendors and ESP. This ensures that all parties are on the same page and are in agreement for the portions of conversion they are responsible for.

“My intention is to continue refining what we’ve done in the past and make the process seamless for our new clients – making every step of the way clearly defined for everybody involved.”

– Lexi Szabo

True to form, Lexi immediately began the process of a core conversion upon her promotion. She’s currently working on a conversion that will develop her skills in project management, communication, and team building.

According to her manager, Shelly Rogers, her attention to detail, extensive client knowledge, her grasp of FORZA, and her tenacity are some of the qualities that garnered this promotion.

“She will undoubtedly provide outstanding customer service to our current clients and converting clients.”

– Shelly Rogers

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