Over the past six months, Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, has been providing call center and digital communication assistance to 114 credit unions undergoing bill pay conversion projects. Each project was managed by fellow CUSO CU*Answers, Xtend’s partner in the cuasterisk.com network. During that six-month period, all credit unions implemented the bill pay solution from Payveris.

Xtend President Scott Collins said: “When our partners at CU*Answers asked us to bring our shared resources services to the table to assist our mutual clients with their deployments of the Payveris bill pay solution, we were excited to participate. It was right up our alley—execute member communication campaigns that would help members before, during and after the launch of this new tool set—and our team was definitely prepared for the challenge. What we didn’t know at the time is that it would result in over one hundred projects that would utilize our services to varying degrees, many of whom we had never provided services for in the past. It not only gave us a chance to demonstrate our value proposition to new partners, it also helped us prove to ourselves that we could help CU*Answers on a project of this scale.”

For the bill pay conversions, Xtend offered a menu of service options that included outbound calls, targeted emails, direct mail and inbound member service calls. According to Collins, the CUSO contacted “more than half a million” credit union members during the project timeframe.