This customer-centric event is significant and meaningful to
EPL, as we value our customers and their members’ experiences above all else—it
is the core of our industry. We were very pleased with the turnout at the May meeting,
with a larger number of credit unions participating than at our first PAT
meeting in September 2015. The increased participation is more evidence that
our customers know their voices are heard, and they value the opportunity to
connect with us and other credit unions in this forum.
Not only is the PAT intended to be the direct voice of EPL’s
customer base, but also is intended to empower growth, maximize revenue and
improve members’ experiences at credit unions of all sizes. During the first
day of meetings, we had the opportunity to discuss progress on initiatives laid
out last fall, including general ledger enhancements, relationship pricing,
in-house credit cards, proprietary lending services, e-communications, teller
operations, online banking and other functionalities of our technology
offering, such as security, client support and architecture.
On day two, we engaged collaboratively to hone in on top
areas of focus, and will direct our attention toward additional capabilities
for the general ledger, more choices and options in lending within i-POWER® and
also via integrations, online banking enhancements, major additions to document
management, user interface enhancements and advanced account research,
including great ATM, debit card and electronic interaction enhancements.
We have recognized the critical need for more in-depth communication
on industry issues, and need you—our subject matter experts—to share your
institutional knowledge and experience with us during our smaller focus groups.
Your insight is invaluable to the process, and plays such a vital role in
helping us discover what is working well and what we need to improve upon.
Customer insight is what allows us to continue to build a system that better
accommodates evolving needs.
Our post-meeting feedback surveys showed that customers
positively responded to the new format of the meeting, and we will continue to
refine our approach in an effort to increase engagement and streamline various processes.
One thing is for certain—we are convinced of the value created by our PAT
meetings—not just for improving EPL’s technology offering, but also for building
deeper relationships with our customer base as a whole.
At EPL, customer collaboration does not begin with or end at
the PAT meeting. We invite you to continue to share your thoughts, concerns and
ideas with our customer support team as we look toward our next PAT meeting in
November 2016. Until then, we will work tirelessly to deliver on the issues
that that matter most to our customers.
If you have questions about EPL’s PAT, please let us know on
Twitter, Facebook or via email at rhiannon.stone@epl.net!
Rhiannon Stone
VP, solutions delivery
EPL, Inc.
EPL, Inc.
