Magazine article American Banker

Meca Finds Business in On-Line Support

Magazine article American Banker

Meca Finds Business in On-Line Support

Article excerpt

Meca Software LLC is known almost exclusively as the maker of Managing Your Money personal financial management software, but it hopes that perception will change beginning Aug. 1.

On that date, the Trumbull, Conn., company plans to expand the technical support it offers for banks' on-line programs.

The business, which has grown out of some individual arrangements Meca has made with 10 banks, will give bank customers a place to get help when using any on-line banking product-with the exception of those offered through Intuit Inc. and Microsoft Corp.

"We view technical support as a business that is often foreign to what a bank does day-to-day," said Kathleen M. Bromage, chief financial officer and vice president of operations at Meca.

She said most customers only intended to use Meca's services for a short time. When several decided to extend their relationship, Meca realized it had a business opportunity on its hands.

Two years ago, Meca employed 20 people in the support function. It now employs 230 and operates a call center seven days a week from 8 a.m. to midnight.

The training of support personnel features three weeks of quizzes, exams, and lectures on U.S. banking rules and regulations. Technicians are monitored five times a month, and bank clients can monitor remotely.

"Our technicians have to understand the information and the philosophy of the company they are supporting," said Betsy Elrick, director of customer support at Meca.

Because each bank has its own toll-free number, customer support employees can readily identify the bank they are supporting as a call is received. …

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