Driving Efficiency and Member Experience with Intelligent Collections
Enhancing operational visibility while delivering more personalized member support.
Introduction
One Nevada Credit Union (ONCU), which serves over 80,000 members across Nevada, sought a modern collections platform that could streamline processes, improve team efficiency, and enhance member experience. In 2023, they partnered with AKUVO to implement their next-gen collections platform, leading to substantial improvements in their collection’s operations.
A Seamless & Positive Transition
Thomas O’Malley, AVP of Collections at ONCU, described the transition to AKUVO’s platform as a significant milestone for the organization, sharing that his overall experience as “overwhelmingly positive.”
The decision to implement AKUVO’s platform was driven not only by its scalability but also by a desire for a meaningful upgrade. “If we’re going to go through a change, we should implement something we can build off of and keep growing with,” explained Thomas O’Malley.
Equally important is the human touch from AKUVO’s Launch and Loyalty teams. “When I’m trying to figure something out for day-to-day workflows, human interaction really helps,” O’Malley emphasized. “We’ve found that it makes a big difference to have a team that prioritizes understanding our needs over just referring us to a manual.” This hands-on approach ensured that ONCU’s team felt supported during implementation and throughout their journey.
Results at a Glance
Increased Productivity and Collaboration
O’Malley shared positive feedback regarding AKUVO’s user experience and support tools, highlighting several features that have streamlined workflows and improved efficiency for his team. “Using the Excel queries and updating them just like that is pretty slick,” he remarked, emphasizing how intuitive and effective the tools have been.
He also praised the platform’s notes functionality, which consolidates account details on a single screen. “As a credit union, members often have a lot of accounts. Having all previous notes visible in one place is really helpful.”
O’Malley noted the usefulness of AKUVO’s case management system, which has been a valuable addition compared to their previous platform. Additionally, he appreciated features like the SYMITAR transfer tool, clear alerts, and the simplicity of navigating promises and letters. “The whole presentation is clean, and I like how easy it is to make adjustments with just a few clicks.”
Data-Driven Decision Making
One of the standout features highlighted by ONCU was AKUVO’s ability to provide clear and comprehensive visibility into the account management processes. “My priority during the system conversion was ensuring we didn’t have any blind spots,” O’Malley explained. “In the past, there were times when accounts led to charge-offs that required explanations. Now, I can keep an eye on all accounts at different stages and make sure nothing slips through the cracks.” He emphasized the significant benefits of improved visibility, which has streamlined decision-making and reduced the likelihood of overlooked issues.
Enhanced Member Experience
When asked to name the most valuable aspect of the platform, Champagne didn’t hesitate: the flexibility of AKUVO’s playbooks.
“We can automate, adapt, and optimize quickly. Whether it’s a repossession workflow or an early-stage contact strategy, we can make adjustments without relying on IT or third parties. That control is a game changer.”
"“The whole presentation is clean, and I like how easy it is to make adjustments with just a few clicks.”
Thomas O’Malley
AVP, Collections
Conclusion
Through its partnership with AKUVO, One Nevada Credit Union (ONCU) has transformed its collections operations while positioning itself for long-term growth. The adaptability of AKUVO’s platform, combined with its ongoing new features, ensures that ONCU remains agile in a dynamic financial landscape. From enhanced productivity and faster collections processes to improved visibility, the platform’s real-time data, automation tools, and scalability have been transformative.
“It’s been a huge step forward for us,” O’Malley concluded. “We’re excited to continue growing with AKUVO by our side.”
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