$CRM: "Let me just talk about how people make a buying decision, because I hear some of these stories. When somebody knocks on your door, are you going to open the door and give them the keys to your safe or the code to your safe, to your family's jewels? So every day a CEO of any firm is going to get 50 cold calls. Somebody can do it different or better. How is a decision really made? First of all, does the firm, in this case Salesforce, have the product and service that we need? Second, do you have the engineers, the architects, the professionals to work with my team in order to bring it, that vision to reality? And then lastly, even if another firm had those first two, who is the firm standing behind it that can be there through good times and bad times that's going to stand behind that product or service? So if we line up all three, that's where a good trusted partnership exists. That's why we went with Salesforce. So we worked with your team, literally hand in hand. We said we want to streamline processes, we want to take out latency in the code, we want to do X, Y, or Z. Your team was there in the trenches at every level, engineers, architects, building out the vision. But then it's not just pie in the sky... on the white sheet, it's implementable. We have 76 agents running side by side with our employees. A good example is in our call centers. We have Agent Wingman. I'm an aviator, so I think they named it because I like Wingman. Agent Wingman is going to save me nearly $1.6 million this year, has decreased our call handle time 10 percent this year, 50 percent reduction in after-call work times, and 40 percent reduction in held calls. So better experience for the member, remember they can go 8,000 other institutions, I want them to have a great experience each and every time with PenFed, it's got to be right each and every time. Yet I want my employees to do the knowledge work, building trust in the relationship, not entering what just happened on the phone call. We have agents that listen to the phone call, transcribe it. The human's still in the loop, they approve what was just talked about, but then it's 360 if the transaction occurred in the branch, web, mobile. So the next person that deals with that consumer, that member, they know exactly the relationship. They know what we might want to sell them next or what they need next for their daughter, their graduation. So it's creating a hyper-personalized, omni-channel experience without having 400 people I need to meet with. I have 12 strategic partners that are allowing us to power the business." — James Schenck, CEO of PenFed (Pentagon Federal Credit Union)