Transforming Our Service: Journey of Innovation
At Utah Community Credit Union, we’ve always believed in the credit union philosophy of “people helping people.” Since our founding in 1956, we’ve grown from a small student project to a thriving financial institution serving over 300,000 members. Transforming Our Service: UCCU’s Journey of Innovation and Growth showcases how growth isn’t just about numbers—it’s about continually enhancing how we serve our members.
As we prepared for an ambitious expansion beyond Utah, we knew we needed to revolutionize our service center operations. Our goal was clear: deliver exceptional service more efficiently, leverage cutting-edge technology, and create a more responsive member experience. Thus began UCCU’s journey of innovation and growth, fundamentally transforming our service.
The Challenges We Faced
Our previous service center operations were holding us back. We were managing 30,000+ monthly interactions across chat, email, voice, and text channels using manual spreadsheets and inefficient scheduling processes. Our team was struggling with:
- Inconsistent staffing levels that led to under and overstaffing
- Difficulty tracking and meeting service level agreements (SLAs)
- Limited ability to manage our growing range of digital touchpoints
- Challenges in providing consistent, high-quality member support
Our Technological Transformation
We chose NICE CXone Workforce Management (WFM) as our partner in digital transformation. The results were immediate and profound. This exemplified UCCU’s journey of innovation and showcased our commitment to transforming our service.
- Our SLA scores jumped from 80 to 86 points
- Average handle time decreased by 11%
- Average hold time reduced by 25%
- We extended our operating hours without adding additional staff
Perhaps most surprisingly, we discovered we could operate more effectively with fewer agents. After losing five team members to natural attrition, we realized we didn’t need to replace them—our new system had created significant operational capacity.
Beyond Numbers: Improving Member and Employee Experience
The benefits went far beyond operational metrics. Our team experienced dramatic improvements in workflow and morale. We could now:
- Schedule breaks more effectively
- Manage paid time off more strategically
- Better align staffing with our service level objectives
- Provide a more consistent and responsive member experience
Looking to the Future
Our digital transformation is just beginning. We’re now exploring innovative ways to serve our members more efficiently:
- Replacing traditional drive-up services with contact center-managed Interactive Teller Machines
- Implementing AI-powered fraud protection
- Developing 24/7 customer support capabilities
- Preparing for expansion beyond Utah
We see technology as the key to being where our members need us—fast, efficient, and always available.
Our Continued Commitment
At UCCU, we remain committed to our core values of outstanding service, respect, and fiscal responsibility. Technology is simply our newest tool in delivering on that promise. As we look to the future, we’re excited about the possibilities that digital transformation brings to serving our members. This journey of innovation and growth signifies our long-term dedication to transforming our service.
A story of innovation, from your partners at Utah Community Credit Union. Learn more about this change on this Nice Article.