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In creating an online banking venue for its members, US Airways FCU formed its Electronic Services Department, with responsibility for managing all member requests and issues about the online banking tools. In preparation for rolling out their online services, the Department determined that it needed a software solution that could help them effectively track all member issues related to the site. The Electronic Services Department researched traditional customer support solutions but soon realized that their requirements were different in that they were not supporting customers that had purchased a product per se, but rather supporting a membership looking for help with their banking services. US Airways FCU looked to Epicor Software Corporation's Clientele HelpDesk solution to help them manage their membership's issues.
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