Improving customer service at Hull & East Yorkshire Credit Union

Finance Manager Eddie Hotham tells us; “we couldn’t operate without an electronic document management system as we work with such a lot of paperwork. We have stayed with Arena for several years because they understand what we need and they give us such good and reliable service. There is always someone at the end of the phone if we have a problem and they’re always quick to respond.”

Improved customer service and document security

Paperwork relating to each client, including the identification they provide to open an account and all subsequent withdrawal, deposit and loan documents, is scanned into mstore. To retrieve an item from the system a member of staff simply searches on customer name or document type. Eddie comments; “mstore saves us the cost of document storage and makes the set-up of new accounts more efficient. It’s quick and easy to file and retrieve documents so we can answer queries and work through processes speedily. The system also helps us with security and preventing filing errors because all our users must log in. Only I can delete or move files once they’ve been electronically indexed and this prevents us from mis-filing or losing paperwork.”

Compliance with regulations

mstore also helps Hull Credit Union to comply with industry regulations, Eddie explained; “we are governed by the FSA which means we have to retain documents for up to 7 years and then securely destroy them. We also have to be careful about protecting confidential paperwork and limiting access to the system using passwords helps us to do that. We also work with some external agencies which penalise us for sending them paper documents. Using mstore we can share documents electronically which keeps them secure and means we don’t spend on printing and postage.”

Looking forward to mstore for accounts payable

As the business grows and takes on more members, mstore is developing. “We’re planning to move our back-up servers off site soon so we’ll have a more robust disaster recovery system in case something like a fire or flood destroys our paper documents. Arena is also helping us to look at using mstore to automate other areas of the business such as accounts payable so that we won’t need to process paper invoices anymore.”