Category Archives: Solutions

Live Person vs. IVR

Press “1”?

IVR TreeHow many times have you called Technical Support and simply wanted to talk to a live person? Instead you found yourself being shuffled through layer after layer of automated menus? Press “1” for Company Directory, press “2” for Billing, press “3” to hear this entire menu again. Blah, blah, blah. It seems companies purposely bury access to their support personnel. Is this the way they manage access to support… by encouraging attrition?! This tortuous process is termed “IVR” (Interactive Voice Response) and is the stuff of nightmares.

Also, many companies try to push every interaction with their clients to the Internet. Undoubtedly while you yourself have been suffering through IVR you’ve been informed multiple times to head to their website where all of your problems will be magically solved. Little do they know that you’ve already spent your valuable time searching their site and that’s why you’re calling them. Sometimes the only solution to a problem is to talk to an actual living, breathing human being.

Hello, this is ESP.

At ESP an actual live person answers every single inbound call. Every. Single. One. You can call us anytime day or night, weekend or holiday and we’ll pick up the phone. Potential clients have even called us on our claim and phoned us up at 3 am… and we answered them.

Our Client Services Representatives (CSRs) are really great at what they do and have most issues resolved within 20 minutes. They can notify you of the resolution of your problem either via a phone call or email, whichever you prefer. You can also view open calls or requests within FORZA3™ Core Processing Software.

We’re in Good Company

Some very big companies have realized the value of having their customers speak with an actual human without the hassle of IVR. Nordstrom, Cabela’s, and Best Buy can really see the potential in talking with a customer as soon as possible.

ESP does not employ IVR. We value every customer and value every conversation. When you call us we will answer and we will get your problem solved.

How is a Mobile App Used?

This article is from

August 31 – According to a recent Chase Bank survey, about one-third of Americans use mobile banking apps now more than they did a year ago. Not surprising, millennials are the heaviest users, with 67% of young adults reporting they regularly rely on their smartphones to monitor their finances. And 45% of Hispanics use mobile banking.

A majority of respondents (54%) say they use their app at work. People also regularly conduct mobile banking during pauses in their day, such as standing in the checkout line at a store (38%), during their commute (28%), while waiting to pick up a child from school (24%), and even while on a date (17%).

Active mobile banking users average 17.5 visits to the app each month—mainly from their smartphones and, to a lesser degree, from tablet devices, according to Malauzai Software (an ESP partner).

Front Line newsletter subscribe today “Understand that 80% of the time an end-user logs in, they do nothing other than check balances and look at recent history,” the study indicates.

Although many people still prefer to conduct business inside a branch, you’ve probably noticed the shift toward mobile and online transactions among your membership, too. That includes older members who’ve discovered the advantages of banking on the fly.

Expect members to approach you with questions about your credit union’s mobile app.

The less tech-savvy types might need you to show them how the app works. Consider that about 15% of log-in attempts fail, according to Malauzai Software.

Start slowly with members who express a lack of confidence with the app. Show them functions like checking a balance and viewing recent transactions before introducing more involved functionality.

On the other end of the spectrum, you should have a solid understanding of the mobile app’s advanced features, so you can relate with members who consider mobile banking a necessity and rely on it as their primary tool for interacting with the credit union.

For instance, mobile check deposit and person-to-person payments (P2P) continue to gain momentum.

A typical financial institution has 25% more active mobile depositors than a year ago, according to Malauzai Software—perhaps in part because improved software now captures the image on the first attempt 75% of the time.

P2P users now average 1.85 money transfers per month, with an average payment of $312.

It appears Apple has fueled a lot of this growth: Owners of its devices send money at 65% higher values than Android users.

Mobile banking usage peaks on Fridays, Malauzai Software reports, but Wednesday is the top day for viewing check and deposit images.

New Website? We can help.

One thing has been consistent throughout the year with our Client visits; Everyone is realizing the importance of updating their website. Let’s face it, your website may very well be the first thing that a potential member sees and we know they are visiting your website more than your branch.

So why are you not potentially putting your best foot forward? Could it be…

  • Feeling overwhelmed by where to start
  • And the cost

We have been searching high and low to find a vendor that represents our core beliefs when working with people and understands how important it is to have a solution for all credit unions. We wanted the flexibility to offer a stellar site at a price point virtually everyone can get into, while allowing others to build to their hearts content. We found that partnership in FDG Web (


“FDG Web has been very helpful and knowledgeable with the creation of our new website. They’ve taken our brand and translated it into an aesthetically pleasing site.”

Michelle Santos, CONE Credit Union


Now, you can work directly with FDG Web to build a site to fit your needs. Once complete, you can have either FDG Web or ESP host your site. The ongoing support and maintenance can be handled by you, or you can enlist in the assistance of ESP. All pricing, invoicing, requests, questions, etc. will go through ESP; keeping your 1-point of contact the same!

We are very excited about this offering.

If you would like more information, please fill in the fields below and submit. We will send you a PDF outlining the offering. If we feel that a call is in order, we will give you a ring first!

Bill Pay to your Mobile Member

We are excited to announce that the second Mobile Bill Pay integration is complete. We utilized an API structure that we built to increase efficiency and flexibility between our Mobile Solution and a Client’s vendor of choice. This particular integration takes advantage of ESP’s Mobile Banking and PSCU Bill Pay.

Clients that partner with PSCU Bill Pay can now deploy a truly seamless interaction with Mobile Banking. Increasing member satisfaction!

The integration our Team worked hard to accomplish is spectacular. The security, fluidity and seamless look, feel and functionality is something I wish my FI offered. We could not be happier with the new integration we have with PSCU Bill Pay.

ESP now offers up the Mobile Bill Pay integration with Mobile Banking through PSCU and iPay. It is exciting times when you have the opportunity to work with a group of people that are so excited to build solutions for the greater good of the Credit Union Industry. At a price that is equally as impressive.

Looking for a smooth Conversion?

White Paper completed by Credit Union Tech-Talk and Connections CU and is available HERE.

Why did a now, 11 location CU choose ESP?

Connections Credit Union came to fruition after Idaho Advantage Credit Union joined with Potelco United Credit Union. The result was a credit union that has a history of proudly serving Eastern and Western Idaho for over 75 years – today they have over 22,000 members. The credit union is known for their excellence in member service, local attitude, and old fashioned Credit Union honesty and integrity, which is why they have chosen to partner with a core systems vendor that shares those exact same ideals: Enhanced Software Products, Inc. (ESP).

Brian Osberg, President and CEO of Connections Credit Union, and his team made the decision to move to ESP’s Windows-based FORZA³™ system in 2011. Osberg is a true credit union renaissance man – he started in the credit union movement almost 30 years ago as a computer operator and has worked his way up the ladder at various positions all the way to the corner office. He recalls “before we outsourced to ESP, we had an in-house core system that a couple of us maintained without any IT support. Hardware and software maintenance were expensive and security was always a concern, so it was a no-brainer to switch to a service bureau model.”

The question was: which outsourced vendor would be the best for the growing credit union? Osberg had met ESP representatives at a credit union league meeting back in 2009 and was impressed with them and their system. But of course he and his team looked at other options and performed due diligence on all of their potential providers. “We talked to other credit unions using ESP and they were great references,” says Osberg, “plus their system is super user friendly so we felt very comfortable choosing them.”

Every credit union employee is nervous about their core system conversion, but the team at ESP has decades of successful conversion experience under their belts. According to Osberg, “the conversion went smoothly – it was great overall!” While ESP’s trainers got Connections’ staff up to speed quickly on the new software, their conversion team was able to convert the existing database and provide years of past member financial history in the new platform. Not only did this conversion go smoothly, but so did others: 1) when Idaho Advantage, which was a client of ESP, merged with Potelco to form Connections and 2) when two other credit unions join Connections shortly after the Idaho Advantage merger. Osberg notes that “working with ESP is almost like having our own personalized IT Department that gets things done quickly and efficiently.”

Once the system was up and running and Connections was live at all of their 11 branches, the credit union was pleased to find out that the top notch service levels continued. “We have direct access to their top executives,” states Osberg, and “it is really refreshing to work with a company that believes in zero bureaucracy.” Special reports and minor changes only incur small charges at ESP, and the company prides itself on listening to their customers. Osberg explains that “while the system has great functionality and does everything that we need it do, ESP is still very open to new ideas and updates. They are always adding new features and keeping up with regulatory changes for us.”

With $143M in assets, Connections is not a small credit union, but at the same time they do not have a huge technology budget like larger institutions. Osberg appreciates the fact that ESP bundles many digital feature into their modules so that it is affordable for his members to use online and mobile banking, and that the credit union can offer instant issue debit cards. He concludes that “ESP is always there for us in every situation and we truly consider them our business partner for the long term.”

Your Mobile Credit Union

The companies provided in this write-up are examples of solutions that are available in the market. Credit Unions of all sizes should be able to deploy solutions like the ones mentioned and the solutions provide a wide range of functionality and cost competitiveness.

There are so many mobile options out there right now that it can be really tough to decide:

  1. How you want your credit union to “look”
  2. What does that mean for your members
  3. What exactly is that you need
  4. Who do you need to talk to

So we have compiled a couple of different scenarios for you to review so that you understand what it is that needs to be done. And understand that comments like, “I want to turn on RDC”, might not be that simple.

Option #1

All-In-One App

We will call this the “All-In-One”, which simply means that your member will access everything from one spot.

Why would you want this solution? To give your members all the tools they need to do business, from one place. Simplicity.

Partners Needed? App Company, your Share Draft Processor, Core Processor/Home Banking Provider

If your a Client of ESP: App Company is all that is needed.

This solution is the deployment of an App (an application, typically a small, specialized program downloaded onto mobile devices), where your members will need to download it to their mobile phone. Using solutions like iTunes Store, Google Play, etc. Partnering with a company like Malauzai will allow you to arrive at this functionality. These companies work with you to ensure that the following (and more) are handled:

  • Color Scheme
  • Menu Names
  • Locations (pictures in some cases)
  • Social Share Information (Twitter, Facebook, etc.)
  • Button/Icon Availability
  • Bill Pay Integration
  • Remote Deposit Capture Integration (RDC)

All this and more is included in the app, accessed from the members mobile device.

Option #2

Remote Deposit Capture (RDC) App and Web Enabled Mobile Banking

This is a great solution for a cost conscious credit union.

Why would you want this solution? To give your member’s the ability to use RDC with the already deployed Web Enabled Mobile Banking.

Partners Needed? Core Processor/Home Banking Provider, Share Draft Processor, Flite/SnapCheck

If your a Client of ESP: Flite/SnapCheck is all that is needed, assuming you are running Mobile Banking.


This solution is the deployment of an App (an application, typically a small, specialized program downloaded onto mobile devices), where your members will need to download it to their mobile phone. Using solutions like iTunes Store, Google Play, etc. Partnering with a company like SnapCheck (from Flite) will allow you to arrive at this functionality. The member can access RDC two different ways.

  1. Click on the RDC App and perform an RDC transaction at anytime.
  2. There can be a link (SSO – Single Sign-On) in the web enabled mobile banking that can open the RDC App immediately and the member can perform an RDC transaction from the RDC App.

These companies work with you to ensure that the following (and more) are handled:

  • Color Scheme
  • Credit Union Logo (generally, you can also white label the solution as well)
  • Button/Icon Availability
  • Remote Deposit Capture Integration (RDC)

All this and more is included in the app, accessed from the members mobile device.

Start by asking yourself how you want to be viewed in the market and begin exploring solutions. There are a plethora of opportunities for all credit unions, happy researching!

ESP, Inc. offers all of the solutions above and more. This write-up is intended to provide a little information to help through the muddy waters of mobile deployement options. 

Improve Member Confidence

Read about Extended Validation SSL here

It is our goal to ensure that your information is safe and secure, so when we see something that will improve that, we take note. When we see something that can make a positive difference in the eyes of your members, we act. For $199.00/year, we can work with you to implement the new Extended Validation SSL (EVSSL) certificate that has been proven to increase online transactions and improve customer loyalty.

What is the EVSSL?

The EVSSL will be implemented on the login page for Home Banking (A.K.A. OASIS).

“Now when shoppers visit a Website secured with an Extended Validation SSL Certificate, the latest browsers trigger the address bar to turn green and display the name of the organization listed in the certificate, as well as the certificate’s security vendor in some cases. A secure connection has been established between browser and Website, and the Website has been authenticated according to rigorous industry standards. In the example below, the browser controls the display, pulling information from the SSL Certificate and displaying it in the address and security status bar, and making it extremely difficult for phishers and counterfeiters to hijack your brand and your customers.”

 Extra, what extras?

Custom Home Banking Domain

We want to increase the transparency between credit union services and the member. The addition of a new home banking login domain will do that.

Give your members the comfort of seeing the “green” bar and your credit union name associated with all aspects of the login screen. Example below.


Let’s Increase your Member Loyalty

Let us help you increase your member loyalty and provide another tool to better manage the security between your member and the credit union.

Please note, we are not marking this solution up – you can see the price for the certificate on the webpage that we included at the top. We genuinely want to be a part of treating your member information safely and securely.

Mobile Deposit Ready

We are excited to announce a new solution for Remote Deposit Capture (RDC)!

Our wonderful clients in Texas put us in contact with Flite Banking Centers, LLC or Flite ( and one of their solutions called SnapCheck (see video here). Our collaboration on this project with Flite has been fantastic. Together we have been able to build a solution that creates a streamlined approach to Mobile Deposit and retains the existing functionality of the ESP Mobile Banking product.


More Information

Note: This solution requires the download of the SnapCheck App. Once the app is downloaded we have built a Single-Sign solution from within our Mobile Banking solution.

The screen shot below shows the SnapCheck link from the home page of Mobile Banking. When the member clicks on the SnapCheck link, the app will open.

The image below is the SnapCheck home page. This appears after the member clicks the link in the above image.


“We are extremely excited to offer up another solution for our Clients; Flite is our 50th partner.  Adding partners like SnapCheck enables our Credit Unions to pick the best vendor for their needs and ensures objectives can met on time and on budget.  We wanted an RDC solution for our Mobile Banking (Web App) solution and now we have one with SnapCheck, this is very exciting,” mentioned Matt Lefler, ESP’s Remover of Road Blocks.

For all of ESP’s other solutions and to see options when it comes to Mobile Apps, go to the More Solutions page.