Business View Magazine | April/May 2022

154 BUSINESS VIEW MAGAZINE VOLUME 9, ISSUE 4 I would say we were already moving toward being a COVID friendly business, what COVID just sped everything up.” Implementing tools such as video banking allowed customers to have face-to-face interactions, and offered an alternative to banking by phone. Call center technology company Glia provided a way for Dover Federal to efficiently manage phone chat and video queues, while digital payment provider Repay made it easy for customers to make their loan payments. Salesforce Marketing Cloud, an automated marketing system, served as a way for the credit union to reach customers. “That really allowed us to reach members in a different way,” says Rzewnicki. “They weren’t coming into our branches anymore, so we needed to do something different.” Kuhn adds, “Overall, these technologies put us in the right place to deal with things that were meetings to inform all levels of management of internal and industry wide changes. This weekly communication was valuable for the team, as Rzewnicki shares, “We were on a call every Monday, just because things were evolving so quickly. We wanted to make sure we were on the same page. That definitely helped to keep the lines of communication open, and anybody could talk about anything they wanted to on those calls. It allowed us, as a team, to really work through any issues.” Tyler Kuhn, VP of Marketing & Digital Experience, describes how the credit union was able to rely on new and existing technology during the pandemic, explaining that much of the technology needed was already in place when COVID hit. He acknowledges, “We were in the process of evaluating a video banking provider, we were in the process of evaluating a new payment system, and we were in the process of evaluating some automated marketing solutions.