During the weekend of May 31 to June 2, Coastal performed a number of important system upgrades. Overall, we're very pleased at the outcome. We completed the upgrades ahead of schedule, and were able to open our branches, call center and telephone banking a day early. Likewise, online and mobile banking became available to members twelve hours earlier than planned.
These upgrades did create some inconveniences for some members during that period, and for that we apologize. We strive to provide exceptional service to all of our members, and our service levels were not at the level we expect in the days after the upgrades. I'd like to thank our members for your patience, both while we were closed for upgrades, and as we fine-tuned our systems after making them available. I assure you that the changes we've made will be worth that brief wait.
We've replaced our core processing system, teller system, loan application and account opening platform, telephone banking and several back office systems, including those that support reporting, documentation, member relationship management, collections and risk management.
Benefits to our members in the coming weeks and months include:
- Faster, more efficient teller transactions
- Improved online and mobile banking response times
- Faster, easier loan applications and account opening
- Telephone banking with voice recognition and service in Spanish
I do want to thank the awesome team at Coastal and commend our employees and our business partners who worked diligently throughout the weekend and the following weeks to ensure that the implementation was a success and that any post-upgrade issues were quickly addressed. This was no small undertaking. The upgrade project took two years to plan, develop and test, and involved every employee and every department in some capacity.
However, this isn't the end of the process; it's merely the beginning of another. Our new systems lay the groundwork for building a credit union designed for the future, and offer Coastal incredible potential for product and service development tailored to our membership's unique needs.
Again, thank you for your support in making this project a success. We look forward to sharing the benefits together.
Chuck Purvis, President & CEO