회원 만족도 및 직불 카드 사용률 향상하는 Navy Federal Credit Union
해군 연방 신용 조합은 회원들의 편의성을 높이고 서비스 수준을 높이기 위해 Entrust에 도움을 요청했습니다. 확장 가능한 즉시 발급 솔루션을 통해 고객이 목표를 달성하도록 도운 사례를 읽어보십시오.
Customer Profile
With 360 branches, $128 billion in assets, and 21,500 employees, Navy Federal Credit Union offers a wide range of services to its 9.2 million members. It serves Department of Defense and Coast Guard Active Duty, as well as civilian and contractor personnel and their families.
Objective
- Providing convenient services to the military and defense personnel who are deployed overseas and need a new or replacement card quickly
Technology and Services
Challenge
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.
솔루션
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.
결과
- 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
회원들에게 큰 편의성을 제공할 뿐 아니라 사내 비용도 절감할 수 있게 되었습니다.
Molly Steele
AVP Debit Cards, Navy Federal Credit Union
The Transformation
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
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비용 절감
Measures of Success
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.
관련 제품 및 서비스
Entrust Artista CE875 Instant Issuance System
CE875 embosser and high-definition retransfer printer offers instantly issued financial cards with edge to edge printing and magnetic stripe encoding.
Instant Financial Issuance as a Service
고객에게 완전히 활성화된 Visa® 및 MasterCard® 신용 카드와 직불 카드를 즉시 제공하여 활성화 비율을 높이고 비용을 절감하십시오.
Adaptive Issuance Device Management
Manage your fleet of card printers from one convenient dashboard and get powerful insights that help ensure your card issuance program.
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