The CU*Answers Client Service Philosophy
It is our belief that if we are to develop and succeed, we must exceed our clients' expectations.
The foundation of all positive progress and future accomplishments will always be based upon respect, client appreciation and the service experience each client receives.
In addition, the results of our service need to be trusted. This is accomplished through continual education for both our products and services offerings and service delivery.
How do we make this a reality?
The CU*BASE Client Support Team provides telephone support from 7:30 a.m. to 9:00 p.m. Monday -Friday on all aspects of the use and implementation of CU*BASE products and procedures. Contact CU*Answers at 800-327-3478 or firstname.lastname@example.org. A CSR is on call 24 hours, 7 days week with access to Programming and Operations support.
AnswerBook serves as our knowledge base and customer support database. We use AnswerBook to log incoming calls and to create a relationship-oriented network community of users. All credit union clients deserve our personal attention, innovative services, and quality assurance. We review information logged in AnswerBook to give us a guide on possible training efforts needed at your site, possible areas for improvement of the software and as an indicator of over-all support volume. Access this information from your CU*BASE Main Menu, or by visiting https://kb.cuanswers.com/. You can search the AnswerBook or ask a question right now.
Service is a way of doing things. We stay ‘One Step Ahead’ with CU*Answers-initiated contact to your credit union teams. The goal of this effort is to make sure we connect and build a lasting relationship by exceeding your expectations. We contact CEO's, frequent callers and new clients to gain information for improvement and make having a happy client experience a reality.
We are guaranteeing the difference by providing another layer of support through our Client Conversion Team. We are so confident of the expertise and attention to detail this team delivers that we have published the “CU*BASE Conversion Promise”. Converting your credit union begins up to 180 days before the live installation of the software. This requires intense interaction between your credit union, your current data processor, third-party vendors and CU*Answers. We provide virtual training up to four weeks before and assure your success with two weeks of live software training for each employee.
We help our credit union partners succeed! CU*Answers University is free to all clients. There are five full weeks scheduled each year at CU*Answers and we have regional user groups throughout the country. We also are pleased to visit your credit union for specialized training or focus sessions when you are ready to take advantage of a new product or feature.
We promise to make it happen and guarantee the difference.