SHAZAM Advisory Council Spring Meeting Highlights
The SHAZAM® Advisory Council held its seventh scheduled meeting April 8 – 9 in Des Moines, just ahead of the 2024 SHAZAM Forum. The SAC is made up of senior staff from community banks and credit unions, and these meetings offer a unique opportunity for SHAZAM to understand client needs and better help institutions reach their goals.
Below is an overview of the topics discussed at the last meeting, along with the top takeaways. At the next scheduled meeting in November, SHAZAM will provide an update on next steps for these takeaways. We’ll also share highlights from the next meeting in Magnify.
Communications, Client Learning and User Documentation
SAC members shared feedback on SHAZAM communications, client learning, user documentation, hosted webinars and employee training.
Top takeaways:
- The best time to receive communications is between 7:30 a.m. – 12:30 p.m. on Tuesday, Wednesday or Thursday and the preferred format is a digest.
- SHAZAM products and services training is strongly desired.
- Fraud is the top-requested learning topic.
- On-demand learning courses with video clips are a wish list item.
Product and Services Evaluation
SAC members shared thoughts on several SHAZAM products and services, offering input on opportunities for improvement and expected features and functionalities through a pre-meeting survey and large group discussion.
Top takeaways:
- SHAZAM will further review all feedback from the product survey and create an action plan.
- SHAZAM will garner support for our core integration efforts.
Operational Track Breakout
The operational breakout session allowed us to receive holistic feedback from additional operations-focused viewpoints. SAC members shared feedback on the functionality of SHAZAM Access, card issuance preferences and the fraud reporting process.
Top takeaways:
- Sixty percent of SAC members believe the design of SHAZAM Access should be improved.
- Reissuing cards to non-active accounts and ordering cards from the core are top card issuance pain points.
- SHAZAM is looking into improving the SCD020 report based on feedback received.
Brand Continuation
SAC members weighed in on product naming and branding options and received an update on the next steps for SHAZAM’s brand discovery work.
Top takeaway:
- SHAZAM will create new digital naming options and schedule additional focus groups to test.
API and Integrations
SAC members shared their API integration needs, pain points and feedback on the most impactful SHAZAM API solutions they’ve experienced.
Top takeaway:
- SHAZAM will assess new integration requests and incorporate them into our roadmap.
Marketing and Business Intelligence
SAC members shared feedback on marketing materials/programs, fraud education expectations and business intelligence tool preferences.
Top takeaway:
- We’ll continue to create fresh marketing campaigns and relevant content and promote through Power Marketing.
- We’ll review our current assets and look at opportunities to create video and animated content.
- We’ll explore ways to incorporate third-party data into future business intelligence product enhancements.
Looking Ahead
SHAZAM truly appreciates the commitment and partnership of SAC members who contribute to this effort. The feedback received in these meetings is invaluable and helps us shape our offerings.
We’re already preparing for our November 2024 SAC meeting, and discussion topics will be finalized in the coming months. If you have a suggested discussion topic, please let us know.