Leading Through Crisis, Making Opportunities Out of Challenges: Part 2
本系列三篇文章中的第二篇 Hasta La Vista, Baby: Leading Through Crisis, Making Opportunities Out of Challenges Series.
写的 Matthew Gaspari, Executive Vice President/Chief Operating Officer at Tucson Federal Credit Union
仅限预约
这就引出了本系列的第二点. 像很多金融机构一样, Tucson Federal Credit Union (TFCU) made the decision in March 2020 to make lobbies available by appointment only. We knew in the short term that moving transactions strictly to our drive-thru would be met with some resistance 和 frustration; the lines were going to be long, 但大流行协议让我们别无选择. Transactions in our drive-thru doubled almost overnight as did calls to the Experience Center. Though it was challenging, we were confident that we could ride out the storm. 我们的成员, 而他们理应感到沮丧, understood the challenges 和 knew we were doing everything within our control to provide convenient access for all their banking needs. Addressing membership needs that could not be h和led via drive-thru or by phone/email/text was anticipated to be more challenging. 这是一个巨大的变化. 我们怎样才能让它发挥作用? 把它发送给我们的成员? Manage the workflow with limited staff due to the p和emic? 这些都是很好的问题. I thought so anyway, 和 I was surprised by the answers.
We had done much of the work al准备好了 as a part of workflow transformation strategy development 和 implementation. As I said before, it is better to be lucky than good. But in this case, we were lucky because we were good 和 准备好了.
来源:365体育官网app下载©
Preparing for an appointment only model was relatively easy because of the infrastructure al准备好了 in place. TFCU had al准备好了 introduced mobile self-serve appointment scheduling prior to the p和emic. 使用 TimeTrade™ 我们的365滚球app下载推荐只需选择分支, 服务类型, 和 staff member they prefer for in-person assistance. This service has been widely adopted since it was introduced in 2019, something we expected based on this 服务类型 being available across many other business sectors. Research conducted shows that 72% of customers state that the ability to preschedule appointments online would help increase convenience, yet just 23% say that such capability exists in their own bank or credit union today. (R和hawa, 2020). 图森联邦银行就在那23%之内. 为了方便而引入, 和 to put more control into the h和s of our membership, it has been invaluable during the p和emic 和 a primary tool around which to develop a long-term appointment only model.
这个决定
这很好，对吧? Congratulations, TFCU, you were well prepared for the p和emic. 好的，谢谢你. 我很感激. The message is bigger than those internal thoughts though. The uncertainty of the p和emic 和 the sporadic nature of stay-at-home orders create an environment that is untenable for many businesses long term. Having to modify our strategy depending on decisions from the health department isn’t a tenable business model 和 yet that’s where we’re at for the foreseeable future. 这是一个重大的挑战? 是的. One we’re all facing in some form or other no matter the industry.
这就是我们有机会的地方, where the challenges in front of us bring clarity to our strategies about the future of service delivery for Tucson Federal Credit Union. Six months ago, the idea of working from an appointment only model was unthinkable, unworkable. But so too was the idea of working from home for five months straight while maintaining efficiency, 员工敬业度, 还有一种特殊的文化. 然而，TFCU已经做到了这一点. 现在呢?? 在本系列的第三篇也是最后一篇文章中, read about the lessons learned from TFCU’s game-changing solution.
R和hawa, M. (2020). How the Appointment Economy Is Changing the Retail 银行ing Experience. 从检索 http://thefinancialbrand.com/100563/appointment-scheduling-software-retail-banking-cx-branch-digital/
斯特里特,B. (2018). Mobile Video 银行ing Ready to Rock: Insights From Early Adopters. 从检索 http://thefinancialbrand.com/74247/mobile-video-banking-insights-best-practices/
