The National Foundation for Credit Counseling (NFCC), a prominent membership organisation supporting nonprofit financial counselling and education agencies across the United States, sought to innovate their service delivery by incorporating video technology into their existing locator service. This service is a critical tool that directs consumers to member agencies, helping individuals access the financial counselling they need. However, NFCC recognised that integrating video into this service would be no small feat. The project required seamless integration with existing systems, coordination with multiple stakeholders, and the ability to support a wide range of user environments across different member agencies.
Given the complexities involved, NFCC needed a partner who could not only manage the technical aspects of the video integration but also provide strategic guidance and hands-on support throughout the project. The goal was to enhance the locator service, making it more interactive and accessible, while ensuring that the transition to video-based counselling was smooth and effective for both consumers and member agencies.
When NFCC approached us with this ambitious project, we immediately recognised the potential impact that a well-implemented video service could have on their operations. Our approach was built on a foundation of careful planning, seamless integration, and ongoing support.
Strategic Planning and Vendor Coordination
The first step was to conduct a thorough assessment of NFCC’s existing systems and identify the best way to integrate video technology. We researched and selected the appropriate technology partners, ensuring that the solutions chosen would meet NFCC’s needs and be compatible with their infrastructure. This involved collaborating closely with Twilio, the channel partner behind NFCC’s existing locator service, and identifying the most effective video solutions available.
We took the lead in coordinating with all involved vendors, handling the technical setup, and ensuring that everything from licensing to authentication was in place. Our team worked hand-in-hand with NFCC’s internal tech teams and other stakeholders, scheduling regular calls to align on progress and troubleshoot any issues that arose. This collaborative approach was key to ensuring that the project stayed on track and met all required specifications.
Seamless Integration and Customisation
With the strategic plan in place, we moved on to the technical implementation. Our team focused on creating a seamless integration of the video service within NFCC’s existing locator platform. This required meticulous attention to detail, particularly when it came to ensuring that the video service could be accessed smoothly by consumers and managed effectively by NFCC’s member agencies.
We also understood that NFCC’s member agencies used a variety of CRM systems and had different technical environments. To address this, we customised the video service to be flexible and adaptable, allowing it to function across multiple platforms without disrupting existing workflows. This customisation ensured that all agencies, regardless of their internal systems, could participate in the video service without facing technical barriers.
“What stood out most was how Postremo IT handled the complexities of our diverse agency setups. They adapted the video service to work seamlessly across different platforms, ensuring everyone could participate without technical difficulties. It’s been a game-changer for us.”
Megan Stout, Director, Enterprise Programs at NFCC
Training and Ongoing Support
Once the video service was integrated, we turned our attention to training and support. We provided comprehensive training sessions and documentation for NFCC’s staff and member agencies, ensuring that everyone involved was comfortable using the new technology. Our team was present during onboarding to address any technical issues and to provide additional guidance as needed.
We also established a support system that allowed NFCC to reach out to us whenever they encountered challenges. This included a dedicated support team that was available to troubleshoot issues and offer solutions in real-time. Our commitment to clear communication and accessibility meant that NFCC could always count on us for prompt and effective assistance.
Impact
The integration of video technology into NFCC’s locator service was a significant success. The new service enhanced NFCC’s ability to connect consumers with their member agencies, making financial counselling more accessible and interactive. Although still in the early stages, the video service has already begun to open new opportunities for NFCC, particularly in attracting additional funding from donors who see the value in this innovative approach.
NFCC’s member agencies have also benefited from the flexibility and adaptability of the video service. By ensuring that the technology worked seamlessly across different platforms, we enabled a wide range of agencies to participate in the program without facing technical hurdles. This inclusivity has been key to the early success of the video initiative.
“Working with Postremo IT has been incredibly refreshing. They’ve been so responsive and proactive, often resolving issues faster than we expected. Their ability to coordinate with our internal teams and vendors made the video integration process much smoother than we anticipated.”
Megan Stout, Director, Enterprise Programs at NFCC
Our role in the project didn’t go unnoticed. The quality of our work, combined with our approachable and supportive team, led NFCC to invite us to become their managed service provider (MSP). This decision was a direct result of the strong relationship we built during the video project. Through this project, we not only delivered a critical technology solution but also established ourselves as a trusted partner for NFCC’s ongoing IT needs. Our ability to integrate video technology seamlessly, provide top-tier support, and build lasting relationships has set the stage for continued collaboration and success.