Envision Financial increases commitment to its members with ResponseTek

Vancouver, BC - ResponseTek Networks announced today that Envision Financial, Canada's third largest credit union, with over $2 billion in assets, has extended its agreement with ResponseTek after a successful initial deployment. Under the agreement, Envision will use ResponseTek’s Experience Based Management (EBM) solution both in the branch and online to facilitate a real-time understanding of member satisfaction with their Envision experience.

ResponseTek’s EBM solution has been available to Envision members online at envisionfinacial.ca since October 2002, providing the ability for members to voice their opinions directly to key management through an easy to use interface. Due to its success on the web, Envision will be deploying EBM within each of their branch locations to more effectively connect with its entire member base.

ResponseTek’s EBM solution makes it easy for members to communicate delight or dissatisfaction about each aspect of their experience with Envision. The information is routed, in real-time, to relevant personnel within Envision for immediate resolution of member issues. In addition, Envision management will use this information to drive rapid business improvement thereby ensuring root causes of dissatisfaction are addressed immediately.

“Envision’s commitment to its members is further solidified with the enhanced deployment of ResponseTek’s Experience Based Management solution,” commented Syed Hasan, President and CEO of ResponseTek. “Senior executives at Envision will be provided with an accurate and timely understanding of the experience being provided on the front lines, enabling continuous and member-driven business improvements.”

Envision Financial’s Tim Wasilieff, COO, added “ResponseTek’s solution helps to not only increase the communication with our members, but also our responsiveness to their needs—elements we consider essential in building a quality organization.”

Envision Financial, with over $2 billion in assets, has 700 staff and 100,000 members. The credit union includes three subsidiaries—Insurance Services, Investment Services and CU Dealerlink—and has 17 branches throughout B.C.’s Lower Mainland, Fraser Valley and Kitimat.

ABOUT RESPONSETEK

ResponseTek (www.ResponseTek.com) is improving the way businesses interact with their customers, vendors and employees. ResponseTek builds Experience Based Management (EBM) solutions that enhance loyalty by integrating the voice of these stakeholders into the product and service improvement process. Clients include industry leaders such as Xerox, British Telecom, WestJet, Fairmont Hotels & Resorts, NTL and Merck Pharmaceuticals.

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