In an effort to provide our members with the very best service, last week we began a three-part FAQ series about VyStar’s recent Internet & Mobile Banking conversion. In this week’s installment, we continue answering more of your questions and providing you with the information you need to know about the rollout of our new system.
We would have preferred to have members migrate in groups rather than convert on the same day. Unfortunately, that was not an option. We explored that preference multiple times and finally determined it was just not feasible because we were leaving one system and moving to an entirely new one. Even if it had been feasible, group enrollment would have also posed challenges to members using certain services within Internet & Mobile Banking. What we have since realized, however, is that we should have advised members who did not need to use the new system immediately after it became available to wait and try enrolling at a later time. However, we also recognize that many members use the system daily–often multiple times a day.
Yes, there were a few—and they were not easy to identify. Frankly, we found most of the significant issues within the first two days and quickly addressed them. However, as late as Friday, February 12th, after much investigation, we found that a significant number of Bill Pay files had not transferred successfully to the new system. That problem was fixed on February 12th, which corrected the challenges that a number of members were experiencing.
While our goal is to provide a flawless system that is easy to use, any system of this type is quite complex behind the scenes and is quite different from what users see. Think of it like a car engine. We know how to start the car and we hope it will run efficiently. However, under the hood is a huge, complex engine with many moving parts. That is also true for any type of Internet & Mobile Banking system. There are many components that must communicate and work flawlessly in tandem. We had repeatedly tested the system, and everything worked well prior to the conversion. We had also done what is referred to as a “stress test” to ensure it could handle heavy traffic volumes, and it passed. The migration of data from the old system to the new system over that weekend of February 6th and 7th went extremely well, other than the Bill Pay information transfer issue.
After the system was fully operational and thousands of members began using it, we did find a few settings in communications components that slowed traffic at times. Referring back to the car metaphor above, this situation could be compared to traffic lights. If they get out of sync on a particular street, sometimes they slow traffic rather than help it flow. We needed to make a couple of adjustments to those communications components, which is not unusual for a new system of this complexity. Those particular modifications were identified and made the second day of the conversion, February 9th. The Internet & Mobile Banking system has been working quite successfully with no more slow periods since that time. We monitor the systems 24/7 and will continue to do so, as we do with all our systems.
Yes. Even though the previous system was secure, the new system has much more robust and up-to-date security features than the previous one. For detailed information about how the security features of the new Internet & Mobile Banking system work, click here.
The new Internet & Mobile Banking system has a complex security system designed to add greater security and protection to your accounts. It is called “Intelligent Authentication™,” which acts like a neural system that learns behavior patterns as members use the Internet & Mobile Banking system. As you use the system more, it will begin to remember your usage patterns and processes. Over time, you should find that you are required to use the passcodes or challenge questions less frequently. That will take some time and will depend upon when, where and how often you use the system, as well as the variety of devices you use to access it. The more you use it, the quicker it will get accustomed to your personal usage patterns and the easier it will be able to recognize that you are the authorized user trying to access your accounts. We have received a lot of questions about this new security system, and we are continuing to evaluate all its settings to determine if any adjustments need to be made. This will be an ongoing process. We want your accounts to be extremely secure, and we also want to ensure you can easily access the system.
For even more in-depth information about the launch of our new system, please make sure to visit again next week to read the third and final portion of our Internet & Mobile Banking conversion FAQ.