Pioneer Federal Credit Union - Cdn.ymaws

POPio Mobile Video CloudPioneer Federal Credit UnionSuccessful video banking adoption begins with people. 2019 POPi/o Mobile Video Cloud

Pioneer Federal Credit Union - Case StudyPOPi/o: Video The New Face of BankingThe first touch is the scary touch .but then, they’re hooked.Introducing new technology isn’tespecially members deployedleadership all require persuasion.states.easy. Members, employees andAnd being among the first to bringnew technology to market bringseven more challenges.Tracey Miller, VP of Operations atthe 450 million Pioneer FederalCredit Union in Mountain Home,Pioneer Federal Credit UnionVP of Operations Tracey Miller“Even with shared branching, wecouldn’t provide everything theywanted, and they were looking forother primary financial institutions.We didn’t want that,” she recalled.Idaho, faced these challengesVideo banking wasn’t entirelyBanking.union deployed interactive tellerwhen she launched POPi/o VideoMiller knew her members wantedmore convenience withoutsacrificing personalized service, 2019 POPi/o Mobile Video Cloudin the military or living in othernew to Pioneer FCU. The creditmachines in 2013, and theysuccessfully expanded Pioneer’sservice hours. But ITMs can’tserve members remotely.1

Pioneer Federal Credit Union - Case StudyPOPi/o: Video The New Face of BankingTechnology is all about peopleAs consumers increasingly embracebecame the service’s word-ofThe most important aspect of Pioneer’sunderstandably fear they may lose theirofficially launched to members. Milleractual technology. Miller stressedall operations staff from the verywas seamless. In fact, during the buildwas selected to support Pioneer’simprovements, which POPi/o quicklyconvenient access through multipletechnology, in-person front line staffmouth-marketers when POPi/o VideoPOPi/o Video integration wasn’t thejobs. Miller introduced POPi/o Video tothat integrating with POPi/o Videobeginning, and stressed the serviceprocess, Miller’s team suggested somestrategic plan to provide members withdelivered.channels.“I’ve never had a tech partner like that;“We marketed it internally, that itthe same strategic plan and vision,” shestructures, but that it was an additional“What we found with interactive teller isthe equation that made the difference.she said. “Once they realized that, theyMiller said.it truly felt like one team working towardwasn’t to take away from our branchsaid. Instead, it was the human side ofresource for members and for them,”Selling leadershipadopted it very quickly.”Before launching the service toalso took time to sell the marketingdepartment on the service;they in turnenthusiastically supported it with arobust marketing campaign.Selling membersAs is the case with all new technology,adoption requires some convincing.the first touch is the scary touch,”However, once members becamecomfortable with ITMs, they wereConvincing Pioneer’s CEO and boardmembers, Pioneer first did an internalBecause Pioneer had already seenfamilies and friends to try out POPi/ocredit union was already sold on videoit also allowed the credit union to workShe asked call center to help. Whenany additional training needs beforeto complete a request, such asto approve POPi/o Video was easy.soft launch, inviting employees and theirsuccess with its previous ITM launch, theVideo. This not only won over employees,service.out any operational bugs and identifyEmployees and members were alsorolling the service out to members.cost was well within Pioneer’s budget.“Too often in operations, we look atradar,” she said.using it themselves, your members willcomfortable with video banking. And, the“The price wasn’t even a blip on ourSelling employees 2019 POPi/o Mobile Video Cloudprocess, not people. If employees aretrust them,” she advised.Once employees were sold, theyhooked. Miller knew the key to successwas convincing members to downloadthe app.a caller needed to be identifiedconfirmation to update an address orapprove a wire transfer, call center repsdirected them to video banking. Later,call center reps suggested membersuse the service to apply for loansand open new accounts, becausePOPi/o Video’s document, interactiveapplication and esignature features2

Pioneer Federal Credit Union - Case StudyPOPi/o: Video The New Face of Bankingprovide added member convenience.Initially, Miller thought remote memberswould most often use POPi/o Video;however, the service has proven to bePioneer Video Calling TrendWeekly call data during the first four months of2018 illustrate how well members have adoptedthe new technology.convenient for local members.Interestingly, elderly members especiallyappreciate video banking. Those whoare no longer able to drive can maintaintheir financial independence,conducting transactions without havingto depend on others for transportation.Seniors also appreciate video banking’spersonalized face-to-face service, andfind POPi/o Video’s app easy to use.Spanish speaking members, who needVideo and ITM calls. Though somewith an internal soft launch and graduala bilingual employee will be availablemost important qualities for video repschannel. That resolved worries thatan interpreter and aren’t always surespecific teller skills are required, thewhen they visit a branch, now useare personality and critical thinking.located video tellers have more bilingual“It takes a definite personality, and theyPOPi/o Video because Pioneer’s centrallystaffers handy.must be comfortable on video,” MillerMost of all, parents haveembraced thepaints themselves into a box and canwith POPi/o Video, rather than bringbe critical thinkers who can think onintroduction of services offered via themembers would adopt the technologyfaster than Pioneer could properly staffit.said. “We don’t want someone who“You can’t just pull people outservice, choosing to bank from homeonly do things one way. They mustget tongue tied by the deliveryyoung children to a branch.their toes, and go the extra mile forHiring for successPioneer currently has a staff of 11representatives who handle both POPi/o 2019 POPi/o Mobile Video Cloudmembers.”of the call center, because theychannel. Make sure you have astrategic plan and control volumewith deployment.”New to video? Start strategicallyMiller throttled video banking adoption3

POPio Mobile Video Cloud9950 S 300 WSandy, UT 84010801-417-9000www.POPi/o.com

Convincing Pioneer's CEO and board to approve POPi/o Video was easy. Because Pioneer had already seen success with its previous ITM launch, the credit union was already sold on video service. Employees and members were also comfortable with video banking. And, the cost was well within Pioneer's budget. "The price wasn't even a blip on our