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

5

What is “Contact Event Manager”?

A system that allows users to easily

Create

Categorize

Prioritize

Store

View

Edit

Take action on

Contact events

DEMO

7

Review Demo

Call Center Rep

Teller

Back Office Staff

Call Center Manager

Member Services Rep

Marketing Manager

IT/CEM Administrator

8

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

9

Review Demo

√ Batch Events

√ My Assigned

√ Event Queue

√ Prebuilt Reports

√ CU Preferences

√ Channels

√ Departments/Branches

√ Procedures

√ Type/Category/Sub-cat

√ Users

√ User Groups

10

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

11

Enhancements Coming

Product Demo and Educational Session

12

Questions/Comments