Costs Down, Service Levels Up at Washington State Employees Credit Union (email this article)

Seattle, Wash. – (June 9, 2006) – Washington State Employees Credit Union (WSECU) reports that over the past three months alone, it has successfully responded to more than 120,000 member and employee inquiries using the Fuze Suite’s (Company Profile, Past Stories, Case Studies) self-service and knowledge management products. For the same period, just over 3,000 inquiries (98 percent self-service percentage) required staff assistance and were proactively managed by the Fuze Suite within WSECU’s service levels.

The Fuze Suite, branded the “Info Center” on www.wsecu.org, provides WSECU with a comprehensive, yet easy to use online member care solution that effectively and efficiently provides self-service and assisted support to members and staff alike.

The knowledge base module of the Fuze Suite provides WSECU with a single and highly-searchable repository to house over 1,100 public and private knowledge items in various formats including: Q&As, MS Word documents, PDFs, Web pages, spreadsheets and multimedia files.

Tony Hildesheim, Assistant Vice President of Enterprise Systems for WSECU, said, “The Fuze Suite makes it easy for us to quickly and selectively extend timely information to all relevant parties from a single source. It also goes far beyond knowledge management by providing us with many other features critical for creating, tracking and leveraging a rich set of insights exposed during the support process.” Hildesheim was a featured presenter at a recent Callahan & Associates’ webinar on “Digital Knowledge Management.”

About Washington State Employees Credit Union Dedicated to providing outstanding member service for nearly 50 years, Washington State Employees Credit Union has more than $1 billion in assets, 135,000 members and 19 branches across Washington. Membership is open to public employees and their family members. Additional information can be found online at www.wsecu.org.

About Fuze Digital Solutions
Fuze is a small, nimble, and employee-owned company providing enterprise-grade customer care solutions backed by flexible and personalized support not traditionally extended without extra fees. The Fuze Suite, a Web-based, robust yet affordable software suite, enables companies to build and sustain customer loyalty by providing outstanding and consistent care across all support channels. Its modularity lets companies of all sizes use and pay for its integrated components when needed. For more information, call (425) 649-1246 or visit online at www.fuze.com.