Q-nomy supported BECU’s customer experience enhancement process in capturing, analyzing, and managing data & procedures.
BECU, formerly Boeing Employees' Credit Union, is Washington's largest credit union. It is a member-owned, not-for-profit financial cooperative with more than 850,000 members. BECU provides members a full range of financial services using various service channels – including 43 branches.
BECU’s challenge was to improve the customer-experience of those visiting their branches. Providing the best customer-experience possible is imperative due to the nature of credit unions being member-owned.
A key issue for BECU was the difficulty of capturing and analyzing the in-branch experience. BECU approached numerous vendors seeking a solution. Q-nomy was chosen as it met their needs by providing the best suitable solution.
Q-nomy provided a complete solution, comprising of Q-Flow® Customer Experience Optimization platform with customization based on BECU’s needs. The pilot included 4 branches and shortly after, the remaining 39 branches went live.
The software currently operating at BECU includes:
Only a couple of months have passed since project launch and already there are significant results for BECU:
Nathan H., Sr. Manager, Workforce and Technology Planning at BECU, said: “We’ve had some centers really show improvements, moving their SL’s [service levels] 20-30% over 90 days by focusing on transaction type and gaining efficiencies with staffing (schedule adherence and service times) … That data we get from Q-Flow has allowed us to position staff better in order to meet demands at some of our highest volume centers.”