PSCU’s QuickAssist Helps Credit Unions Deliver an Exceptional Member Experience
Data integration powers new servicing tool that delivers real-time member account data to core system screens
St. Petersburg, Fla. – (July 18, 2016) – PSCU has launched a new web-based solution to help front-line credit union member service staff more rapidly and efficiently resolve their members’ requests for service on accounts that reside on PSCU-hosted systems. The CUSO’s solution, known as QuickAssist, enables rapid access to PSCU-hosted member account data and functionality. By leveraging single sign-on from the credit union’s core application, QuickAssist fulfills the objective of integrating data and systems to improve the credit union staff and member experience.
“PSCU developed QuickAssist in collaboration with our Member-Owners to provide single call resolution to issues and inquiries involving multiple account relationships with the credit union,” said Tom Gandre, PSCU EVP and Chief Operating Officer. “QuickAssist leverages PSCU’s Data eXchange API architecture that is in use today by over 120 of our credit unions. This tool enables easy single-point access to real-time credit card account data and frequently used functionality via a single sign-on from the member service screens that credit union front-line staff routinely use.”
PSCU’s team went on-site to several of its Owner credit unions to observe staff interactions with their member services systems in order to gather input about how to unify the disparate member data, ultimately improving the member experience. The designers of QuickAssist incorporated features to enable credit unions to select what information and functionality they need for their member service operations.
QuickAssist is a web-based tool credit unions can add to their technology infrastructure to streamline the speed of access to data, elevating the member experience. The solution is a result of the CUSO’s investment in building a new product delivery platform that uses a widget approach and industry standards for web services. Users can access the QuickAssist solution three ways: single sign-on from their core, a URL link embedded on the credit union’s service tools or through PSCU’s MemberConnect credit union portal.
QuickAssist has been successfully piloted with several credit union staff members. “Technology is a tool for delivering an even better service experience,” said John Degnan, SVP, Operations at Harvard University Employees Credit Union. “The best way we can serve our members is to give our staff convenient, real-time and seamless access to all details of the members’ account relationships with us when they call or walk in with a question. They expect that because they are accustomed to efficient and personalized experience from our credit union. QuickAssist is definitely user-friendly and intuitive, and our staff required virtually no training.”
QuickAssist provides the credit card information and functionality needed to quickly answer the majority of member service inquiries. With QuickAssist’s flexibility, credit unions also control their users’ access to functionality by assigning different roles as appropriate for their service team members.
The implementation process for QuickAssist is quick, seamless and requires a very low level of effort from the credit union. Future releases of QuickAssist will expand its data integration capabilities to include access to other PSCU-hosted platforms, such as those associated with debit.
PSCU Owner credit unions can contact their PSCU Account Executive to learn more about QuickAssist.
Established in 1977, PSCU (St. Petersburg, Fla.) is the nation's leading credit union service organization (CUSO) and was awarded CUSO of the Year recognition by NACUSO. The cooperative is owned by over 800 member credit unions representing more than 18.9 million credit, debit, prepaid, online bill payment and mobile accounts. Comprehensive 24/7/365 member support is delivered through contact centers located throughout the United States. For more information, visit www.pscu.com.