PERFECTING THE
CUSTOMER EXPERIENCE

Where They Were

3Rivers Federal Credit Union wanted a robust experience management solution to capture, measure, analyze and improve their members’ financial journey.

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Objectives

3Rivers Federal Credit Union began with these concrete objectives…

  • Build trust and deepen member relationships
  • Understand members’ needs and dreams
  • Ensure 3Rivers is living its mission, “helping people understand money matters every day

Challenges

The main obstacle 3Rivers encountered was a lack of direct member feedback and analytics. In addition, managers needed new information to develop and coach the appropriate frontline service skills as expected by the member base.

The Solution

3Rivers picked our Service & Sales CX, Beyond Mystery Shopping solution, as the perfect experience management platform to…

  • capture the quality of service experienced by members across five critical dimensions
  • present data in a powerful, granular way to pinpoint performance gaps
  • equip managers with training to easily coach and build skills with each frontline employee

The Results

In just one year, this client saw a remarkable boost in new member growth and retention, and a  surge in product revenue gains. In addition, 3Rivers now uses direct member feedback to…
  • Develop specialized team member training
  • Guide website modifications
  • Enhance branch design and layout
  • Perfect the member journey through new policy and procedure

We’ve made numerous positive changes based on member feedback from Support EXP’s program including improvements to our policy and procedure, our website, our facilities and overall enhancements to how we serve our membership.”

Results For You

We can help you achieve the same incredible results as this client. 

Reach out to us now to solve your financial institution’s biggest problems.