Whatcom Educational CU Launches the “Info Guy”
Fuze Digital Solutions provides framework for online member care system
Seattle, Wash. – (May 12, 2006) – Whatcom Educational Credit Union (WECU) today announced the launch of the “Info Guy,” a new member care solution on their web site. The Fuze Suite software provided by Fuze Digital Solutions (and the heart of the “Info Guy”) is intended to optimize member experience with an efficient, multi-channel knowledge base and contact management system.
WECU, a $440 million credit union based in Bellingham, WA, is a leader in the credit union space with one of the greatest member-to-employee ratios in the movement. As such, WECU takes every opportunity for human contact with its 40,000 members. Managing member interactions across all departments and channels has been no easy feat until now. The Fuze Suite captures every interaction to give staff access to the historical insight needed to respond more effectively and to better support member relationships. 
Just one month after launching the “Info Guy,” WECU members and staff found answers 94 percent of the time using this self-service channel. When assistance was needed, staff quickly and easily responded using an array of tools available within the “Info Guy.” 
The “Info Guy” gives members an alternative to in-person and phone support, available 24/7 on WECU’s web site. But equally as important, the “Info Guy” provides answers to staff in support of members by providing a common place to get consistent, accurate, and reliable information. "The Fuze Suite is not only a benefit to our members, but also to our staff,” said Colin Naylor, VP of IT at WECU. “By allowing us to manage and grow our organizational intelligence, we will provide a layer of true consistency for our staff with regards to our policies and procedures."
After an extensive review of products used by credit unions and companies within other industries, WECU selected the Fuze Suite for its robust and modular functionality that is able to grow with the needs of the credit union, which has some pretty aggressive growth plans. Much more than just providing a knowledge management component, the Fuze Suite extends all the vital technology components necessary to support WECU’s immediate and long-term member services strategies. 
“The Fuze Suite is a robust, yet easy to use member care solution that will help us in managing all interactions, building on previous interactions, and delivering a more personalized member experience that serves to strengthen our position as a trusted financial advisor,” added Naylor.   
“We’re pleased to add a progressive credit union like WECU to our growing client base that wants to deliver superior member care across all channels. The “Info Guy” will enhance WECU’s ability to build member loyalty with each interaction,” said Chuck Van Court, Fuze CEO and Founder. 
About Whatcom Educational Credit Union
Whatcom Educational Credit Union (WECU) began as a volunteer operation in 1936 and now has over 40,000 members. Chartered in 1936 as Bellingham Teachers’ Credit Union, the credit union served classroom teachers and public school administrators. Since 1936, WECU has encouraged saving so others may borrow. Now serving all county residents, WECU offers a full range of banking products and services including an expanded business department. For more information, visit www.wecu.com.