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The Members Group Simplifies Client
and Employee Training
with e/pop Web and Video Conferencing Software
The Members Group (TMG) knows the benefits of good
outsourcing. The Company, headquartered in Des Moines,
Iowa, provides credit unions and other financial
institutions in the U.S. and Canada with credit, debit,
ATM card, ACH (direct deposit), ALM and pre-paid card
processing. TMG has a long customer list that includes
Point Loma Credit Union, Honda Federal Credit Union and
Dupaco Community Credit Union. It also offers its
customer value-added products, such as mortgage
services, financial management, and reporting. TMG’s
role as an aggregator depends on not only its
reliability and timeliness, but also the ability to
provide its customers with the tools and systems they
need in order to provide card transaction data back to
them. In order to take advantage of TMG’s services, the
Company’s clients must use a variety of software
applications for card servicing.
TMG provides all the client training that is needed to
use the software effectively. In addition to the on-site
training that TMG still provides, the Company determined
that there was a need for the ability to also train
clients remotely, and that web and video conferencing
was the most cost-effective way to successfully
accomplish this.
“Web conferencing provides TMG with a low-cost and
efficient method to train customers and employees and
supplements the traditional on-site training process,”
said Falk. “It has saved us a great deal of money on
travel and is more convenient for our clients as well.”
When its contract with a leading web conferencing
service provider was up for renewal, Jeff Falk, director
of product development, decided to search for an
alternative web and video conferencing solution that was
easy for everyone to use, even those that are
non-technical. TMG, a company driven by technology and
innovation, is sold on the idea of using hosted services
and utilizing Software as a Service (SaaS). TMG decided
to again outsource its web conferencing needs to a
reliable provider. During his research, Falk came across
WiredRed Software and decided to try out e/pop Web
Conferencing.
“I was very impressed with not only e/pop’s feature set,
but the fact that it is reasonably priced, and WiredRed
doesn’t charge by the minute is a very attractive
selling point,” said Falk. “But just as important as
cost is its ease of use. We don’t want to spend the
entire meeting trying to show our external users, our
clients how to use web conferencing, we just want it to
work well every time.”
When TMG first started using e/pop, training was the
company’s first priority – and still is. However, e/pop
also comes in handy for board presentations and internal
sales team collaboration. Although headquartered in
Iowa, TMG also has some of its 150 employees located in
sales offices in California and Arizona. Therefore,
e/pop makes training new personnel simple and can be
accomplished on any standard PC with a high speed
Internet connection.
Robyn Dennis, manager of training at TMG, is responsible
for training the company’s clients on various web-based
and software applications used specifically for TMG
processing services, Dennis, and the rest of the
training department, may train up to 25 people during
one session. Generally training lasts from approximately
one to five hours. e/pop’s application and desktop
sharing feature is the most important to Dennis,
empowering her to actually show clients how the various
applications work.
“With e/pop, it is very easy to invite people to join
and launch the training session,” said Dennis. “I simply
send a URL with some text and it only takes one click to
join the session. The previous service we used was
slower, set-up was a bit more complicated and I didn’t
have the option to give host status to attendees. I also
like the open-ended start and stop times because it’s
sometimes hard to really figure out when some sessions
will end.”
The more quality training that TMG’s clients receive,
the better they will be able to use the variety of cards
applications that TMG offers. Dennis and her co-workers
are training their clients to use a variety of
applications, including Springboard and FDR 3270, both
used for credit and debit card servicing, Atira, which
is for prepaid card servicing and The Vault, which is
TMG’s internal application for accessing card processing
reports, manuals and forms.
For Dennis, video is an added plus, “We really like
using video, especially to start and end training
sessions and for the question and answer period at the
end. It brings a very personal, friendly and interactive
feel to the session. Our goal is to add a personal touch
to all of our training so we have made video ‘meet and
greets’ a part of our training sessions. We enjoy giving
our clients the opportunity to see their trainer even
while in a remote training setting.”
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