Customer Engagement ยท A credit union's member-services line
A member-services call operation, logged and reported
Calls were logged in a shared spreadsheet whose tabs had drifted apart. Agents now log every call in a portal, managers have their own view, and reports go out on working days.
What we built.
Agents sign in
A portal for agents and managers, with optional passkey sign-in.
Every call gets a standard reason
Calls and activity states are recorded against agreed categories.
The log writes back
Managers keep the spreadsheet they already use; the portal feeds it.
Reports build on working days
Daily and weekly management reports, with public holidays handled.
A missed run catches up
If a day's build is missed, the weekly report recovers it before publishing.
Built to hold up.
Aggregates only
Published reports carry categories and totals; raw member information stays out.
Right audience, once
Controls against duplicate mailings and wrong recipients are built in.
Messy history handled
Old logs with inconsistent layouts and ambiguous dates are validated, not trusted blindly.
Its own platform
The service runs apart from other clients' workloads.
Where it stands.
- Reporting and intake components deployed and in daily use by the operation.
What we measure next.
- Report timeliness
- Data-quality exceptions per week
- Agent adoption of the portal
Runs on
- Cloudflare Workers
- Cloudflare Pages
- Cloudflare D1
- Microsoft Graph
- SharePoint
Tell us what needs to happen.
Thirty minutes, your agenda. You leave with a first step whether or not we work together.
+1 213 556 4010