La Navy Federal Credit Union améliore la satisfaction de ses membres et l'utilisation des cartes de débit

Navy Federal Credit Union wanted to enhance convenience for its members, increase service levels, and ensure member satisfaction with a scalable in-branch instant issuance solution.

The credit union implemented an EMV instant issuance program, featuring Entrust Financial Instant Issuance software, Entrust Issuance Device Management software, DATACARD® CE870™ instant issuance systems with associated supplies, and On-Call services.

• Navy Federal has deployed EMV instant issuance to all of its branches worldwide
• Days to first debit card use was shortened by 10 days
• Debit card transaction volume increased by more than 10 transactions in the first 30 days

Aligning strategic goals

Since 1933, Navy Federal Credit Union’s vision has been “To be the most preferred and trusted financial institution serving the military and their families.” Navy Federal continually looks for innovative ways to enhance service levels, and it chose to implement an instant card issuance program in order to:

• Meet expectations of members deployed overseas for convenience 
• Quickly provide new/replacement cards
• Enhance member experiences 
• Réduction des coûts
   

Card usage, transactions increase

Three months into its pilot program with the Entrust instant issuance solution, Navy Federal began rolling out the program to all of its branch locations. A full rollout was achieved in a year.

Now, members appreciate not having to wait 5-10 days for a card by mail and member service representatives value offering instant issuance to members. The program was so successful that Navy Federal switched to instant issuance for a majority of its card issuance. 

Navy Federal has consistently seen an increase in debit card usage and transaction volume on instantly issued cards versus mailed cards, increasing transaction volume by more than 10 transactions in the first 30 days. The credit union has also migrated all of its branches over to offer EMV instant issuance capabilities, giving members added security with chip-enabled cards.

As Navy Federal opens new branches globally, each features instant issuance. The full rollout includes 360 locations, which will increase as it expands. Navy Federal plans to have a total of more than 400 card printers throughout its branches by the end of 2020.