PSECU, Pennsylvania's largest credit union, recently selected FICO technology to help enhance member experience by modernizing how, when, and where they engage their members. Leveraging FICO® Customer Communication Services (CCS), PSECU has built a foundation to improve communication across the member journey by streamlining and personalizing the origination, customer service, and collections processes for its members.
Through FICO CCS implementation:
- PSECU enhanced its member experience by delivering personalized alerts in near real-time.
- PSECU streamlined its application entry and onboarding processes, while improving transparency and increasing efficiency.
- PSECU expanded its customer service alerts and early-stage collections capabilities.
“Realizing that many of our members no longer have landlines, we focused on developing a digital communication strategy using FICO CCS to deliver a more personalized, real-time experience,” said Rick Long, PSECU Vice President of Information Technology Services. “With CCS, we’ve improved our member engagement, and we’re now capable of sending 1.5 million alerts a month to more than 165,000 members in near real-time.”
With the enhanced capabilities for delivering real-time, proactive, and personalized customer service alerts, the credit union’s overall member engagement has improved in part by reducing the need to call for additional information or support.
“How, when, and where you engage today’s digitally savvy consumer is absolutely critical for leading financial institutions. Tomorrow’s success means being able to provide customers with information the way they want it, when they want it,” said Michael Magaard, Vice President of CCS at FICO. “Using the FICO CCS solution, PSECU has laid the foundation to scale and adapt to future trends while delivering an exceptional experience for its members.”
FICO CCS enables businesses to deliver email, voice, text, and mobile app notifications that are smart, scalable, and include a human touch thanks to the company’s ability to combine automation with analytics. By integrating CCS with FICO solutions, clients communicate effectively with audiences throughout the customer credit lifecycle. CCS allows them to quickly resolve fraud, collect more debt, lower application abandonment, improve retention, supercharge upselling, and much more.
To read the PSECU case study, click here.