Caste Study: Synergent

Synergent, a subsidiary of the Maine Credit Union League, is a leader in providing innovative technology, business and service solutions to more than 175 credit unions throughout New England. Formed in 1971, Synergent’s focus is to develop business and technology solutions, as well as marketing and communications materials to meet the specific needs of each credit union with which they partner. Synergent also helps to synchronize multiple solutions and multiple locations into a single, cost-effective entity for its member credit unions and employees.

Through its four divisions: Card Services, Check Processing & Support Services, Print & Creative Services, and Technology Services, the Westbrook-based company provides credit union members with the kind of services, financial stability and security they demand.

All of the services that Synergent provides rely on the voice communication network of Mid-Maine Communications to connect thousands of members reliably and seamlessly with their important financial information and credit union personnel.

Service: Where and when it’s needed
Across the state, day or night, as thousands of customers use an automated voice response system to check balances and make account transfers, the toll free 800 number they are calling is not going to the local credit union around the corner. Through customized call routing and dedicated phone circuits, Mid-Maine channels all of these calls through the Synergent EPISYS network where information about each members account is stored. As a result, the individual credit unions are relieved of the burden and expense of developing and supporting such a robust service on its own, while the credit union members are able to enjoy the advanced banking features often associated with larger, private, national banks.

Because of the complexities associated with managing these networks for its many credit union partners, Synergent spent time searching for a communications provider that could not only support a robust networking environment, but could also provide simple, straightforward billing and attention to personalized customer service month after month.

Mid-Maine’s Darlene Sanborn worked with Synergent to identify clearly individual phone line and departments on the monthly bill, saving Synergent countless hours of wading through an enormous 120 page monthly bill to create a simple, 9 page summary of all the necessary information.

“Darlene and the entire account team at Mid-Maine Communications worked with us to build a cost effective communication solution that delivers very reliable service,” said Gary Glenn, vice president of operations at Synergent. “The team at Mid-Maine is constantly looking at ways to help us improve our communications network.”

This personal attention and speed at which any potential issues – whether they are technical, billing or operational – are addressed, gives customers such as Synergent the confidence and peace of mind that is hard to find in today’s communications market.