Category Archives: Solutions

Email and Sign Documents: who should you use?

We receive a lot of calls where we discuss with credit unions the ins and outs of electronically sending documents to its members to sign. At ESP, we like DocuSign® – so much, in fact, that we use it here in our office.

We know there are several options in vendors out there and there are many good ones. So, the short answer to the question posed in this title is simple – choose what solutions work best for your needs. If you are still researching vendors, here is some food for thought:

  • Are you looking to have documents signed by members? If so, get DocuSign®. It has become the industry standard for electronic contracts. The app is simply great. There is an extension for Chrome that provides useful functionality and the print driver works really well too. We’ve carefully examined other solutions, but we keep coming back to this one.
  • Do you want to have loan documents signed remotely? Preparing and transmitting loan docs couldn’t be easier. First, create your loan docs in FORZA. Next, generate your loan docs, they will pop in as PDFs. Then choose to print them by selecting the “Print to DocuSign” as your printer and the documents will open up in DocuSign. You will then enter the member’s email and name, choose the signing order, place fields and send away. Both parties will receive originals for their records. It’s a pretty slick system.

As a member, it is convenient, it works and the UI is very pleasing. As a technology provider, we seek to integrate only those solutions that will add value to the end user. DocuSign® does just that. We suggest our clients implement it. Think of your members, I assure you they want electronic document signing.

To learn more about DocuSign® please check out their flyer Top 10 Reasons Why Financial Services Companies Choose DocuSign. As for sending and receiving documents securely, we have a great solution for that – Sync&Share. And at $9 a month, I will tell you that our solution for document sharing is the cat’s meow.

 

Shaun Murray
Chief Elbow Rubber @ ESP, Inc.

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 BankNews.com

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 (www.fdgweb.com).

 

“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.”

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.

2

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.