Meriwest Credit Union Base

By David F. Carr  |  Posted 2002-06-17 Print this article Print

This once-struggling credit union is using software not just to pull together information on accounts, but to offer new services to customers as well.


Meriwest Credit Union Base Case

Headquarters: 5615 Chesbro Avenue, San Jose, CA 95123

Phone: (877) 637-4937

Business: Credit union

E-Business Chief: Dave Puett

Financials in 2001: Total assets of $767 million, a 9% increase over 2000, with net operating income of $27 million

Challenge: Use CRM as part of a strategy to grow membership and get each customer to use more services


  • By Jan. 1, 2003, boost deposits per customer by 50% over 1998 levels
  • By Jan. 1, 2003, boost average loan amount per customer by 60% over 1998 levels
  • Reduce average service call "wrap time" to less than 2 minutes by cutting out the administrative overhead required to document each call

David F. Carr David F. Carr is the Technology Editor for Baseline Magazine, a Ziff Davis publication focused on information technology and its management, with an emphasis on measurable, bottom-line results. He wrote two of Baseline's cover stories focused on the role of technology in disaster recovery, one focused on the response to the tsunami in Indonesia and another on the City of New Orleans after Hurricane Katrina.David has been the author or co-author of many Baseline Case Dissections on corporate technology successes and failures (such as the role of Kmart's inept supply chain implementation in its decline versus Wal-Mart or the successful use of technology to create new market opportunities for office furniture maker Herman Miller). He has also written about the FAA's halting attempts to modernize air traffic control, and in 2003 he traveled to Sierra Leone and Liberia to report on the role of technology in United Nations peacekeeping.David joined Baseline prior to the launch of the magazine in 2001 and helped define popular elements of the magazine such as Gotcha!, which offers cautionary tales about technology pitfalls and how to avoid them.

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