With over 10,000 members in the 65+ category, the team at 1st USCU was looking to attract new members and reach a different demographic. In order to accomplish this goal, they recognized the need to provide more options for contacting their organization – beyond phone and email. Adding a new contact channel would help 1st USCU reach a larger demographic by attracting new members who wouldn’t normally call, and by providing a better experience to current members.
1st USCU engaged Fonolo with the goal of improving the call center experience. The credit union deployed Fonolo across three channels – mobile, web, and inbound calls.
Through Fonolo-powered calls, 1st USCU booked over $10M in new loans within the first year, and realized a 10% reduction in abandon rates. A positive ROI was reached in 60 days.
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