Rather than relying on a static, web-only digital banking platform, NCFCU leaned on Narmi to provide a fully omni-channel mobile and online banking with user-friendly UX/UI.
NCFCU now boasts as high as a 93% completion rate for started applications.
Secure messaging through Narmi’s admin platform allowed NCFCU to safely move member interactions to digital channels, with a 41% decrease in call center volumes.
Narmi helped New Cumberland FCU launch an omni-channel, unified user experience across digital account opening, mobile banking, and online banking. With a deep integration into Symitar Episys and a leading user experience, Narmi helped ensure NCFCU is set up for years of digital-led growth. Further, Narmi delivered the digital scale of a much larger financial institution thus empowering NCFCU to effectively compete with larger mega-banks and regional financial institutions.
New Cumberland FCU was experiencing high call center volume, user friction, and stability issues with its previous digital banking platform.
To cater to a more digital-centric base, New Cumberland FCU turned to Narmi to deliver an omni-channel mobile and online banking platform to its members. The new platform added numerous features, offered an improved user interface, and improved back-office processes. All of these features combined together resulted in a significant reduction in member complaints and call center inquiries.
1. Self-service tools reduced call center support by 41%
2. Secure messaging allowed NCFCU to safely move member interactions from phone to digital channels
3. Reduced the overall time to respond by 62%
New Cumberland FCU lacked the ability to open accounts digitally for their membership base. This resulted in potential new members having to drive to a branch simply to open an account. This was not scalable or cost effective.
Narmi implemented an industry-leading 2-minute and 13-second account opening experience which provided New Cumberland FCU the ability to scale across multiple geographies without relying on a branch presence. The digital-led growth was also welcomed during the COVID-19 pandemic when the majority of traffic shifted to digital channels.
1. As high as a 93% completion rate for started applications (compared to an industry average of ~30%
2. 100% guaranteed funding of the account at time of opening
3. Over a 100% spike in digital applications throughout the COVID-19 pandemic
GAFCU wanted to offer CDs in the CAO platform but didn’t want to have to manually send CD receipts every time an account was opened. This labor-intensive method inhibited staff from capitalizing on a channel crucial for deposit growth. Narmi's platform customizations provided a solution: automated delivery of personalized CD receipts to each account holder via email.
Asset Size: $300M
Location: Paramus, NJ
Products: Consumer Digital Banking, Digital Account Opening
GAFCU encountered difficulties promoting additional product offerings, particularly with their CD accounts. They came to Narmi for a solution that could help them effectively cross-sell their CD products.
Narmi's platform customization streamlines operations for GAFCU’s staff, and will enable GAFCU to significantly reduce manual efforts spent on tracking and sending CD receipts.
Grasshopper’s support team historically used Zendesk to manage their client support operations. However, ensuring client conversations on the Narmi support portal remained consistent with the conversations on Zendesk took valuable time away from their support team. Using Narmi’s platform customizations, Narmi built a full integration between Zendesk and the Narmi support portal, saving Grasshopper’s support team over 30 hours each week on manual tasks.
Asset Size: $820MM
Location: New York, NY
Products: Business Digital Banking
Grasshopper recognized the need to optimize their workflow by automating the connection between Zendesk and the Narmi messaging platform. This desire stemmed from a commitment to enhance operational efficiency and streamline processes.
Through this integration, Grasshopper can take full advantage of their existing tech stack. Reclaiming the 30 hours it took to copy messages from Zendesk to the Narmi platform allows Grasshopper’s support team to redirect their focus towards high-impact initiatives and delivering exceptional client experiences.
UFCU’s team was experiencing a high volume of applications that needed to be manually flagged, and they wanted to incorporate a tool into their risk management stack that could help relieve that burden. In partnership with Narmi, UFCU adopted NeuroID to automatically flag and decision for risky applications and send staff notifications when there are incidences of fraudulent activity. Now, UFCU’s staff can sit back and relax knowing that NeuroID is automatically decisioning on those risky applications, even when there’s a fraud attack.
“There were 33 applications that were declined outright on Sunday when otherwise it would have gone to Review or Accepted. This addresses Synthetic fraud which is difficult to track.”
- Russell Shugart
Asset Size: $4.5B
Location: Austin, TX
Products: Consumer Account Opening
UFCU was experiencing fraudulent applications moving to “review” or “approved” status. These applications required constant manual review, causing their staff to be bogged down and overwhelmed when there was a fraud attack.
With NeuroID catching risky applications and automatically decisioning them, UFCU’s staff saves hours every week. In the short time since implementation, Russell calculated that NeuroID saves more than 40 hours a month in manual review time and helps UFCU avoid charge-offs averaging $400 per fraudulent account. With Narmi’s close integration with NeuroID, UFCU can more reliably trust application decisions, giving them a safety net when experiencing intense fraud attacks.
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