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 an $8 billion member-owned organization with more than 2,600 ways to join. SSFCU is the largest credit union in Texas and the 8th largest in the nation, serving more than 700,000 members worldwide.
With an increasing number of members choosing to self-serve online, SSFCU needed to ensure they maintained their reputation for high quality service when members crossed over into their online environment. With the website designated as mission-critical, SSFCU was looking at ways to take its online service capabilities to the next level in its endeavors to become the best credit union in the United States.
Download the case study now to find out how SSFCU used UserReplay to improve the customer experience and:
- Reduce the time required to identify and fix issues by more than 50%
- Act on critical issues as they happen to resolve/minimize the overall impact
- Test the reaction of members to new products and services