A bit of background

Security Service Federal Credit Union (SSFCU) began in 1956 with eight members and $25 in deposits. As a federally insured and chartered financial institution, the credit union has grown into a near $10 billion member-owned organization. Moreover, it is proudly one of the top 10 largest unions in the USA.

With reputation key and the website designated as business critical, SSFCU required a versatile tool that enabled multiple internal teams to deliver an exceptional customer experience.

The Challenge

As one of the largest credit unions in the United States with over 750,000 members, SSFCU needed to ensure impeccable service levels and exceptional customer experience when their users crossed over into their online environment.

Designating the website as ‘mission-critical’, SSFCU required a solution that provided multiple benefits, for example, covering the breadth of day-to-day members whilst also enabling internal teams such as customer and user experience, operations and risk.

"UserReplay’s advanced capabilities allow us to manage our online operations proactively, ensuring the highest service levels are always sustained."

Julian Hall VP Enterprise Architecture and Application Development

Success Story

Reduce issue detection and resolution times by more than 50%

Detect and prevent fraudulent activity

Drive business decisions with actionable insights