MAXX25: Tucson FCU's Krystal Adams Talks Success Working with Cook Solutions Group...

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Tucson Federal Credit Union COO Krystal Adams joined us in the Studio Lounge to share how Tucson FCU has worked with Cook Solutions Group (CSG), detailing challenges faced with previous organization and the smooth transition to working with a new service provider.

Krystal talked about effective communication and problem-solving define the relationship with CSG, which offers personalized service and proactive technology integration. She also addressed future planning, strategic decisions, and community involvement, recommending credit unions partner with CSG for their commitment to service.

Q&A summary
What challenges did the Tucson Federal Credit Union face before partnering with Cook Solutions Group?
They struggled with communication issues with their former servicer, leading to prolonged ATM downtimes and a lack of support during their expansion efforts.
What distinguishes the partnership between Tucson Federal Credit Union and Cook Solutions Group from other vendor relationships?
CSG makes them feel like they are the only vendor being worked with, showing a strong commitment to understanding their strategic plans and needs.
Can you provide an example of how CSG's services made a measurable difference for Tucson Federal Credit Union?
They upgraded all machines to Windows 10, which improved performance and allowed for the adoption of contactless cards, enhancing member experience.
How has vendor consolidation with CSG impacted Tucson Federal Credit Union's ability to innovate?
CSG's professionalism and service focus have allowed the credit union to implement new technologies quickly and effectively, enhancing their operational capabilities.
What proactive measures has CSG taken to enhance the technology integration for Tucson Federal Credit Union?
CSG installed upgraded cameras in ATMs that provide video evidence for transaction disputes, showcasing their forward-thinking approach.
What advice would Tucson Federal Credit Union give to other credit unions considering a partnership with CSG?
They recommend taking the leap, emphasizing that CSG is transparent and genuinely invested in the success of credit unions.

Check it out and let us know your thoughts. And be sure to watch more Studio Lounge interviews from 2025 MAXX -- as well as support our host/sponsors: GoWest Credit Union Association, Tyfone, Zest AI, DDJ Myers, Cook Solutions Group, Backbone, and Despite Impossible podcast.