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Voice Response Units

Voice Response Units
Jul 15, 2025 4:18:18 PM
We made the decision to pull the plug two years ago and probably should have made the decision much earlier. We realized that the same few (and fewer) customers were the only ones using the service. We made the decision to redirect our customer service dollars toward the support and enhancement of our mobile channel moving forward. Customer reaction was very minor and many seemed excited to move to mobile once they were better informed. We had so few regular users left on the system that our CSRs could easily reach out personally to each of them to go over options. We were "lucky" in that we may have been a little late to the game when we rolled out VRU, so we never experienced a huge penetration of loyal users prior to our rolling out our initial IB product. Your market could be different.
I've heard of one Banker that experienced a major system outage with their VRU and upon hearing no volume of customer complaints, they merely never plugged back in. Maybe obsolescence can work in your favor.
I do think that VRU technology will soon evolve to better AI technology and we may be back into this space someday, albeit with a different (younger) demographic. Hopefully this will be an extension of our mobile offering and not a standalone service.

Craig A. Smith │Executive Vice President
Mount Vernon Bank & Trust Co.
206 1st St SW │Mount Vernon │IA │52314
T: (319) 895-8835 │(800) 263-9890 │F: (319) 895-6268
www.mountvernonbank.com

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------Original Message------

We are looking at the cost of the application and the fact that it is used by a finite number of customers and wondered if anyone has done away with this product, what the reaction was and what did you do to mitigate the reaction.

 

Thanks,

 

Jon Kranov

President & CEO


Ottawa Savings Bank

925 LaSalle Street

Ottawa, IL 61350

 

125 W Bluff Street

Marseilles, IL 61341

 

1508 Creek Drive

Morris, IL 60450

 

www.ottawasavings.com
815-433-2525 (Main Office)

815-433-2573 (Fax)
815-366-5436 (Direct Dial)
815-228-9397 (Mobile)

 

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