CLICK TO WATCH : ‘ MEET PATELCO ONLINE ’ 131 virtual agents , and bringing in AI for data analysis .
“ There ’ s typically this build or buy decision that technology leaders make ,” Landel says , “ and we take a middle ground . There ’ s no reason for us to reinvent the wheel , so we partner with providers that offer a great foundation that does all the basics but is an open platform that allows us to build strategically on top of it ”. Patelco chooses providers based on their “ flexibility and willingness to work in an unusual way .” When updating its online banking system , for instance , Patelco
asked a room of potential providers if they were willing to update its mobile site first and online site second . “ It was an innovation in the industry , but it ’ s not a big leap in technology ,” says Landel . Because mobile users are more flexible and accustomed to change , this strategy allowed Patelco to “ concentrate on what ’ s important and limit the risk ”. Patelco launched the new system without removing the old , incentivising customers to change over with additional functionality rather than forcing them . 85 % of members switched systems of their own accord .
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