Background
North Star Community Credit Union, based in Maddock, ND, has $477 million in assets and serves over 21,000 members. The full-service financial cooperative was founded in 1940 and recently opened its thirteenth retail branch.
The Challenges
North Star Community Credit Union sought a managed services partner to support its conversion to the Corelation™ KeyStone core system. The Credit Union had been on its prior core since 1996, and was seeking a new, advanced core processing system offered by a progressive, innovative provider. Under its previous relationship, the separation of duties among the Credit Union, the core hosting service bureau, and the core provider was poorly defined. This resulted in a lack of transparency, inadequate communication, and inconsistent service exemplified by a lack of responsiveness. Something had to change!
The Solution
Following a rigorous search and request for proposal (RFP) process, North Star CCU decided to convert to the Corelation KeyStone core system, and selected Wescom Resources’ UNITRI as its core hosting partner. The Credit Union also elected to deploy Wescom’s Tellergy for Verifone® multimedia terminals in all its branches.
North Star CCU began the project in late fall 2023 and went live on Corelation on September 1, 2024. The Credit Union also activated its new Tellergy branch experience and converted to a new online banking solution on that date.
“Partnering with Wescom Resources during our recent system upgrade was an absolute pleasure. Their attention to detail and commitment to our success made a significant impact. We couldn’t have achieved such a smooth and successful transition without their expertise and guidance.”
Joann Bergrud
Chief Operations Officer
The Results
A “Smooth and Successful” Core Conversion
In September 2024, North Star CCU successfully went live on Corelation KeyStone and deployed a new online banking solution and Tellergy for Verifone® in the branches. Wescom Resources’ expert team worked side by side with Corelation and North Star CCU, providing crucial technical expertise, personalized support, and guidance throughout the complex conversion process, helping ensure all deliverables were met in a timely manner.
“I am an absolute advocate for Wescom Resources and their professional, yet personalized approach,” says Joann Bergrud, Chief Operations Officer. “They skillfully guided us through the conversion process, and we couldn’t have had a better experience.”
A Close and Trusted Vendor Relationship
North Star Community Credit Union has developed a close-knit bond with Wescom Resources that goes beyond the typical vendor-client relationship.
“They really are a face, not just a name, and they will absolutely pick up the phone and try to assist,” says Yvonne Fossen, VP of Operations. “I know I can reach out, even if it’s the most ridiculous thing that has nothing to do with them. For example, if I just need a reference for another service, they will contact the other party, and they’ve been really good about helping us navigate next steps as well.”
Better Member Experience
Throughout the core conversion project and right up to go-live, credit union members experienced minimal disruption to their daily activities.
“From our members’ standpoint, it was almost seamless,” says Kylee Lemieux, Marketing Manager. “When we flipped the switch, as far as our members knew, it was business as usual.”
North Star CCU also transformed the branch experience by replacing all LCD signature pads with vivid multi-function terminals from Verifone®, the industry leader in retail point of sale. Powered by Wescom Resources’ innovative Tellergy software platform, these modern interfaces provide members with an outstanding in-branch experience.
“For our members, the devices are so much larger than the standard signature pads that we had previously,” Fossen says. “Those were the three by five-inch models that only allowed members to sign their name, so they couldn’t see — or do— anything. The members find having access to the larger Tellergy screen in front of them very advantageous.”
“North Star is thoroughly impressed with the level of professionalism, attention to detail, and dedication displayed throughout our interactions. Alina and Jazz have gone above and beyond to ensure our needs are met (even when we didn’t know what we needed!), and their positive attitudes and commitment have made significant impacts on our experience.”
Yvonne Fossen, VP of Operations