Case Study

4. CP Federal Credit Union (CP Federal)

Abilita was engaged by CP Federal to perform a technology review and develop a technology plan that identified and prioritized short and longer term initiatives. The review included an assessment of:

• Their existing phone systems
• The call centre technology being used and the processes within the call centre
• The Wide Area Network including connectivity issues
• ATM connectivity
• The Local Area Network and the data centre
• Security policies that were in place
• Disaster Recovery protocols
• Current and future needs generally based on user group interviews and a review of CP Federal's Strategic Plan and objectives

The recommendations included detailed suggestions on how to improve branch connectivity, further optimization recommendations and consideration of new technology solutions to improve member service and employee productivity.

Subsequent to the technology review engagement Abilita was further retained by CP Federal to issue an RFP to procure VoIP PBX and an enhanced call centre solution and to implement the selected solution.

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