Case study: Meeting CU members where they are with virtual branches

With the pandemic cementing a greater need for virtual banking, digital member service with video banking can improve support and reduce handle times. Download this case study to learn how the seventh-largest CU in Oregon achieved a higher satisfaction rating for their newly deployed online member experience than any physical branch experience.

Unitus credit union faced a few challenges they were looking to solve: increase adoption with their new online banking platform, reduce reliance on physical branches, and expand member access to product and services. This case study explores how they increased adoption and helped members successfully use their online services—especially revenue-generating loan applications—without having to disrupt the online experience.

Download the case study and learn how a video-powered digital member service platform helped them to:

• Reduce online banking handle times by 28%
• Achieve fluidity between chat, audio and video, document sharing, and co-browsing
• Achieve 85% of members saying they would use the “Virtual Branch” again

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