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Episys® Contact Event Manager
Webinar
Patty Moore, Business Consultant/Symitar Solutions
June 13, 2017
2
Today’s Webinar
Would your staff benefit from an efficient, effective member
contact management system?
When a member contacts your credit union, your service staff
can quickly view the “who, what, when, where, and how” of
past interactions.
3
Today’s Topics
What is a “Contact Event”?
What is Contact Event Manager?
Demo
Features and Benefits
Enhancements Coming
Questions/Comments
3 | June 19, 2017
4
What is a “Contact Event”?
Any time a member contacts the credit union
for any reason (service issue, sales referral, life events,
complaint) . . .
by any channel (phone, in person, mail, email, fax, chat,
dealer) . . .
the interaction between the member and the credit union
employee can be captured as a Contact Event
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What is “Contact Event Manager”?
A system that allows users to easily
Create
Categorize
Prioritize
Store
View
Edit
Take action on
Contact events
7
Review Demo
Call Center Rep
Teller
Back Office Staff
Call Center Manager
Member Services Rep
Marketing Manager
IT/CEM Administrator
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Review Demo
√ Warning Code
√ SymView (custom 360)
√ Quick Event/Required
Event
√ Tracking Record
√ Event ID
√ Appointment
√ Procedure
√ Comment
√ History
√ Change Account Number
√ Response Method
√ Type/Category/Sub-cat
√ Subject
√ Notify Staff
√ Notify Member
√ Expire Event
√ Assign/Reassign
√ Sensitivity
√ Priority/Due Date
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Review Demo
√ Batch Events
√ My Assigned
√ Event Queue
√ Prebuilt Reports
√ CU Preferences
√ Channels
√ Departments/Branches
√ Procedures
√ Type/Category/Sub-cat
√ Users
√ User Groups
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Features and Benefits
Features
Hosted
Warning automatically added/removed
SymView
“Quick Event”
My Assigned and Event Queue
Automated email notifications to staff
Automated notifications to members
Configure event types, departments,
channels, user groups, procedures
Report key information
Create events in batch
Benefits
No hardware to purchase/maintain
Staff can easily identify if active events
Easily view events in Episys
Create events with a few clicks
Help staff review events assigned to them
Staff proactively notified of events assigned
Member communication about event status
Customize CEM to fit your credit union’s
business needs
Help managers improve service, track sales
Offer efficient process for following-up on
new members, updating records, cross-sell