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