First Federal found that the level of support offered by their former software provider wasn’t ideal after it had undergone several mergers with other businesses. Working in an industry that requires strenuous attention to detail to ensure regulatory compliance and the protection of customer accounts, First Federal required a software provider that offered accurate and speedy updates and responsive support.
Without a relationship manager, First Federal found that it was not receiving support from its provider’s staff members. Instead, they were being forced to exchange information with personnel who did not know how to fix various problems. Communication became an obstacle, especially when updates were required. When system updates were released, First Federal received large, 200-page manuals for instruction, rather than personalized training and responsive support.
First Federal executives decided it was time to explore other options for its technology provider.
To better gauge First Federal’s data processing needs, executives made the strategic decision to look at all backroom operations to determine what was needed to further drive efficiency. It was determined that a .Net platform would allow their operations to more easily adapt to industry changes. In addition, executives concluded that an auxiliary system would be more capable of retrieving and manipulating data to fit the bank’s desired format. Dedicated to offering a better customer experience, First Federal executives desired to offer more feature-rich technologies to customers.
First Federal’s executive team evaluated six leading providers and systems. After surviving multiple elimination rounds and passing stringent evaluations, COCC was named First Federal’s top choice.
According to CEO and President Trent B. Troyer, there was one factor that separated COCC from the pack of other software providers. “We are a community bank,” Troyer explained, “and although some of their folks work with much larger companies, COCC had a feel and touch similar to a local community business – like a family. I could call them as the president and simply get answers. I liked the trust that came into the picture.”
Some of the other factors that tipped the scales were:
First Federal set out to choose their in-house team to execute an installation with minimal – if any – flaws. COCC joined weekly staff meetings to walk First Federal through the implementation process and deliver vigorous training that prepared staff beforehand. When the weekend of the implementation came, COCC experts were present at every site to ensure an easy transition. By opening hours Monday, First Federal’s new systems went live and operated smoothly. COCC experts were then present at each location for on-site training and support up to a week after the implementation.
From the selection process to the time of the implementation process, COCC’s relationship with First Federal evolved into an area of knowledge and trust. “COCC was able to demonstrate that we could trust them,” CEO and President Troyer explained. “A relationship like that doesn’t happen often with other companies.”
With continued support via on-site visits, COCC is able to offer suggestions on improvement. “They are able to see things that we didn’t realize we were in need of,” Troyer stated. “The efficiency that we gained from a few shadow days was tremendous.”
Troyer also mentioned that communication continues to play a large role in First Federal’s strong partnership with COCC. “We pick up the phone, call, and the issue is resolved – oftentimes while we’re on the line. We very seldom have to call back with issues.”
“From an efficiency standpoint, COCC software has been very helpful,” CEO and President Trent Troyer stated. “It made us very competitive and allowed us to contend with larger banks. COCC’s adaptability, forward-thinking architecture, and connectivity with other systems has helped our business succeed in an increasingly competitive financial service market.”
At COCC, we understand technology’s critical role in the success of today’s financial institutions. Every client interaction we have reflects that understanding and drives COCC’s strategy of delivering and supporting the finest, most cost-effective technology solutions to the financial industry.
With INSIGHT, COCC’s core processing platform based on an open architecture, banks and credit unions can customize their software to operate as one seamless product – from mortgage to lending, payments, and beyond.
(CTA) Discover how forward-thinking software can transform the efficient operations of your business. Contact a COCC expert today to start exploring the possibilities.
Known originally as the Dover Building and Loan Company of Canal Dover, First Federal Community Bank has been serving customers since 1898. Since then, First Federal has expanded by opening five locations throughout New Philadelphia, Dover, Sugarcreek, and Berlin. With superior customer service, a commitment to innovation, and the dedication to continuously improve systems and service, First Federal Bank specializes in offering modern conveniences and personal service to its customers.
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