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The Transformation of Civic Credit Union's Banking Experience

A New Era in Digital Banking

In a significant move towards digital transformation, Civic Credit Union, based in North Carolina, has successfully upgraded its member service capabilities via a partnership with C1, a global provider of technology solutions. This strategic collaboration has led to the adoption of the Genesys Cloud™ platform which has enhanced not only the bank's operational processes but dramatically improved the overall member experience.

Civic Credit Union, with 11 locations and assets exceeding $7 billion, had been operating on an outdated phone system that fell short in functionality, particularly as they scaled their services to meet the needs of local government employees, including police forces, firefighters, and parks and recreation teams. Recognizing the urgent necessity for a more effective communication system to match their rapid growth, they sought the expertise of C1.

Initial Challenges Faced

According to Blair Hansford, Unified Communications Manager at Civic, the limitations of the old phone system were stifling progress. “We were operating without access to actionable data, so we ended up making guesses when it came to optimizing our customer service,” Hansford explained. Understanding that a transformation was essential, Civic engaged with C1 to devise a robust plan for their systems upgrade.

The Partnership with C1

C1's approach to Civic's needs was highly consultative, taking into account the unique requirements of the credit union. They provided a seamless migration process to the Genesys Cloud platform, which included tailored system features, thorough training for Civic's employees, and a systematic deployment plan. Despite the complexity of the transition, the entire project was completed in just 8.5 months. The efficiency became evident on launch day when the switch to the new system took merely 45 minutes without any glitches.

Noteworthy Improvements Post-Deployment

Post-implementation, the enhancements were profound. Civic was now capable of analyzing performance metrics like call handling times and customer wait periods, empowering them to make data-informed decisions. Integrations with robust platforms like Salesforce allowed for a unified workspace, bolstering agent efficiency. Moreover, the incorporation of Omilia voice biometrics streamlined member authentication, thereby increasing security and speeding up service delivery.

Hansford noted the change: “We suddenly found ourselves in a position of clarity, where we can accurately measure and align our strategies to cater to the needs of our members, thanks to the collaboration with C1.”

Recognition of Civic’s Vision

C1's Chief Services Officer, Elliot Olschwang, commended Civic Credit Union for its proactive stance on innovation and technology adoption. He remarked, “Civic’s commitment to improving member services is admirable. They are not just modernizing their systems but are fundamentally enhancing how they serve their community.” This forward-thinking approach places Civic among the leaders in adopting technology to benefit their members effectively.

About Civic Credit Union

Civic Credit Union stands out as one of North Carolina's fastest-growing credit unions, initially launched as a digital-only institution and gradually expanding to serve diverse community needs through advanced financial services. Focused on innovation and community engagement, they continue to improve the lives of their members through strategic technological enhancements.

The Role of C1

As a trailblazer in technology solutions, C1 has been pivotal in revolutionizing businesses with AI-enhanced systems that foster meaningful human interactions. Their dedicated team, equipped with over 7,000 professional certifications, aims to streamline client operations while integrating communications, infrastructure, and security seamlessly. C1 not only facilitates technological shifts but ensures that firms harness tools to navigate the digital landscape effectively.

Through this collaboration, Civic Credit Union has not only upgraded its digital banking capabilities but has also set a standard for member service excellence within the financial sector. The transformation heralds a new phase for Civic, marking a commitment to continuous innovation and providing tangible benefits to their members.