AI Journeys and Einstein Insights with Stonebriar CTO Steve Siler

Reading time: 5 minutes

In May 2020, McKinsey issued a report about the future of work in the wake of coronavirus, making key observations about firms effectively carving out a competitive edge in this market by changing the way they look at their data. Opportunities abound to mine the mountain of data on which most firms sit; it is...

Hear from BCU How They Benefit from Salesforce Managed Services

Reading time: < 1 minute

One of the nation’s top 100 credit unions, Baxter Credit Union (BCU) recently underwent a digital transformation; Silverline implemented Salesforce for BCU in an effort to provide deeper member insights and improve processes across the organization.  While they gained efficiencies by automating manual processes, BCU’s Enterprise CRM Experience team of two found that they needed...

Advice from BCU: How To Choose The Right Salesforce Partner For Your Credit Union

Reading time: 2 minutes

We recently highlighted the work we did with Baxter Credit Union (BCU) to implement their new Salesforce Org and help increase member engagement across the board.  The project was a success largely due to the partnership formed early on. “In our work with Silverline, we set a very clear expectation of ‘Look, here’s where we...

Deeper Member Insights & Improved Results for Baxter Credit Union

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Baxter Credit Union (BCU) is a full-service, not-for-profit, financial institution providing SEG and community banking to over 200,000 members in all 50 states and Puerto Rico. As a credit union, BCU has set new standards in bringing together technology and member service in the ever-evolving world of financial services. But with recent tremendous growth —...

CalendarAnything Implementation: Camping World

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Camping World focuses on those interested in the outdoor lifestyle and the open road. From RV parts and accessories to service centers, emergency road assistance, and specialized RV insurance — they’re the premier one-stop shop for everything RV. What started as a single store in Bowling Green, Kentucky in 1966, has grown to become the...

Silverline Success Story: Travel Insured International

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There are few things more stressful and complicated than a trip that is cut short or altogether canceled by an unexpected interruption. For the past 20 years, Travel Insured International has provided the highest quality travel protection and a world-class customer service experience to match. Travel Insured maintains relationships with specialty travel providers and tour...

Silverline Success Story: Blue Cross Blue Shield of Wyoming

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Blue Cross Blue Shield of Wyoming (BCBSWY) provides health insurance products and related services to more than 100,000 members in Wyoming. The company’s insurance products include managed care programs for businesses and individuals, as well as supplemental dental, vision, prescription drug, and Medicare coverage. BCBSWY provides health insurance to Wyoming’s Kid Care program, which offers...

Congratulations! Jessica Vartanian from Red Rocks Credit Union named Finalist in CUES® Next Top Credit Union Exec Challenge

Reading time: 2 minutes

Silverline is excited to congratulate Jessica Vartanian, VP, Project Implementation and Impact at Red Rocks Credit Union! Read about her recent achievement as one of the five Finalists in the 2017 CUES Next Top Credit Union Exec challenge below and  check out her story on the Next Top Credit Union Exec blog. Way to go! Littleton,...

CommunityAmerica Credit Union and Silverline Grow Member Insight

Reading time: 3 minutes

Silverline and CommunityAmerica Credit Union recently partnered to implement an enterprise-wide CRM geared towards credit union success. The solution has enabled CommunityAmerica Credit Union to increase visibility into its member relationship, become more collaborative, and streamline business processes. Facing a Challenge Head On CommunityAmerica Credit Union (CACU) lacked an easily accessible, true 360-degree view of...

DealerTrack Success Story

Reading time: 2 minutes

Re-engineering business processes through automation.

Established in 2001, Dealertrack and its web-based software solutions and services enhance efficiency and profitability for all major segments of the automotive retail industry, including dealers, lenders, OEMs, third-party retailers, agents, and aftermarket providers.

Dealertrack operates the largest online credit application network in North America. In addition, Dealertrack’s award-winning solution set for dealers is the industry’s most comprehensive including a Dealer Management System (DMS); Inventory, Sales/F&I, and Digital Marketing; a web-based network for arranging vehicle transportation and shipping; electronic motor vehicle registration and titling applications; paper title storage; and digital document services.

Challenges

Dealertrack originally implemented salesforce.com over 10 years ago, and has grown substantially over the years through multiple acquisitions. Integrating the employees, products, services, operations, systems, and processes of acquired companies resulted in disjointed data and complex processes. In addition, employees submitted requests to admins who made changes without a clear vision across the organization.

Dealertrack’s agents were using up-to four separate systems to perform a single phone call, and their knowledge base and wiki were not integrated into Salesforce. Customer Service reps also had limited ability to see customer specific alerts and it took excessive clicks in order to find information necessary to work a case.

Dealertrack needed a standardized process to easily acquire and integrate new companies, product lines, and sales people into salesforce.com while tightly integrating with their SAP, Production environment, and IVR systems.