Joining Resources: Installing API in Connections Presented by: FIS/Connections Team Farhan Jadavji, Information Coordinator The Coca-Cola Company Family Federal Credit Union

Basics

Did you know you use API every day?

WHAT IS API? An application programming interface (API) is an interface implemented by a web application to enable interaction with other software or website. CNN Weather Bug API

What does this mean? You can “interface” information into your core system to streamline actions. So, you can “view” limited Connections information on your core system and/or access Connections from your core system. Examples: Displaying the top 3 products a household is most likely to purchase next. Profitability Value (if applicable) List of services in a household List of accounts in a household Recently added prospect detail Access to recommend/referral products without logging into Connections (Single Sign On)

Single Sign-on 7

Single Sign-on into Connections from Core

API in Action (BancPac)

API-Do we have what it takes? Identify a need to join information together. Single sign-on for frontline. Populate prospect information from another software source. A person with IT experience/knowledge & time. FIS provides documentation. FIS can assist with custom programming, as needed. A plan with a timeframe. Allow for 1-3 months for install/set-up.

API in Action: Coca Cola Family Credit Union 11

Case Study: Coca Cola Company Family Federal Credit Union Initial reason API was set-up. Time devoted to install and maintain. Cost. How the interface works internally with Connections. Reports Prospect Tracking Monitoring Employee Performance

Previous Application Interface Setup Online Member Applications core data processor real-time loan application data updates daily batch transfer daily batch transfer real-time push Loan Origination Application CONNECTIONS manual prospect creation Walk through previous interface setup explaining the applications and how they used to connect to each other used to track loan status and notes create loan applications run reports update member data track loan applications 13

1 2 Constant updates Loan Origination Application Create and update loan applications in Loan Origination Application Loan Origination Application manual prospect creation What is manual prospect creation? Why did we need to enter in the information? Show/explain how much information we had to enter and duplicate data entry efforts. Tracking/measurements needed, send automatic marketing letters, etc. 2 Search for member, renter and update information into CONNECTIONS Constant updates OUTCOME STATUS 14

Previous Application Interface Setup Challenges: Only credit union associates with access to loan origination application could view real-time application status and convey information to members Loan origination application reports are not customizable, not easy to view, and no scheduled reporting available Duplication of data entry (lag time, costly, inefficient, etc.) Contact center did not have access to loan application data No records of comments/notes on loan application for member stored in CONNECTIONS Challenges faced by manual prospect creation without the magic of API. Staff operated in silos which was clearly visible to our members when they called, especially since only few staff members could provide up-to-date information on loan application status, etc. Communication was key and large gaps were created between staff. 15

Current Application Interface Setup API/web service Loan Origination Application automatic prospect creation and updates CONNECTIONS 1 2 Create and update loan applications in Loan Origination Application Search for member, renter and update information into CONNECTIONS With API, what information can be pushed based on updates from the application to CONNECTIONS and how it’s viewed in the history for staff to see. Specific custom events can be created to properly manage and track history – we kept it simple and used “la_note” to signify this event was sent using the API. Automatically added to the history of the member including notes/comments 16

Current Application Interface Setup New Application Submitted In Progress Application Approved or Denied Account Opened Provides staff and members seamless integration of the loan application process. 17

Current Application Interface Setup Benefits Credit Union associates and contact center reps have access to near real-time information from the loan origination application Use Relay Report Writer to create custom reports: Average, Minimum, and maximum loan processing times View number of loan applications in progress View loan applications that are past processing time thresholds set by the organization Measure employee performance (surveys sent to members to rate loan officer) Data entered into single application, no repeat entries, increased productivity, more efficient All useful data stored permanently in CONNECTIONS: data is not purged useful for historical analysis discover communication and process gaps improve processes to create a seamless and friendlier member experience

In Progress/Future Application Interface Setup Online Member Applications core data processor daily batch transfer real-time push CC Ticket Sys daily batch transfer daily batch transfer real-time loan application data updates API/web service real-time push Explain the Contact Center (CC) ticketing system we’re transitioning into and how it will work: tickets created in third-party application that creates prospects in CONNECTIONS and updates ticket status automatically. Tracking and measuring call center volume, specific issues members constantly face, help us analyze what issues members face the most/least, what can we do to improve and create more streamlined and efficient processes and services. Also in the future creating an online dashboard with reporting tools to help managers and staff using a third-party control to use with our internal web application. CONNECTIONS automatic prospect creation & updates Loan Origination Application API/web service Online Dashboard API or ADOdb connection 19

Q&A- Submit via Chat Box 20