Pennsylvania State Employees Credit Union (PSECU), with its 450,000 members and $5.5 billion in assets, has long been an innovative leader in financial services. Several years ago, PSECU set out on an ambitious goal: To match the technological sophistication of large banks without deteriorating the quality of its relationship with its members.
Read the case study, “PSECU Builds Member Loyalty and Engagement with Omni-Channel Communications across the Full Customer Lifecycle”
This case study details how PSECU devised and implemented its strategy to modernize and deploy two-way omni-channel communications across the enterprise. It describes:
- How PSECU ensures that communication with members is convenient and transparent, whether by email, text, push notifications, or phone calls.
- How PSECU uses data, analytics, and artificial intelligence to minimize resource demands, helping them grow in efficiency concurrently with member convenience and satisfaction.
- How – and why – PSECU launched its omni-channel communications initiative in its collection arm – and how success in collections drove adoption across the full customer lifecycle, including originations and member service.
- Metrics and KPIs that PSECU is monitoring to track success, member satisfaction, and return-on-investment
- How PSECU ensured that these interactions maintained a personal touch – and what their members think about it
