Hawaii State Federal Credit Union Unites Islands with Entrust’s Personalized, Instant Card Issuance

As a not-for-profit financial cooperative owned by its members, Hawaii State Federal Credit Union (HSFCU) provides savings, checking, loans, and credit card services via online, telephone, and mobile banking. The bank card is at the heart of every account, and the ability to issue payment cards quickly, reliably, and securely is critical in maintaining the customer experience. Instant issuance is a pivotal aspect of their card issuance strategy, accounting for approximately 90% of debit transactions.

From a technical perspective, HSFCU wanted to upgrade to an instant issuance system that would function seamlessly and outpace their legacy printer. By staying ahead of the curve, HSFCU could position themselves more favorably against competitors.

HSFCU’s Safeway satellite branches, known for their design and compact size, have successfully implemented the Entrust Artista CR825 Instant Issuance System. Although some branches adapted their existing spaces to accommodate the new solution, the transition was seamless. 

During the transition period to contactless payments in 2021, there was a planned period of a week where instant issuance was unavailable. This highlighted the indispensable value of the service, reinforcing the strong demand for instant gratification and the importance of maintaining uninterrupted service. When faced with the option to mail cards or provide instant issuance, the answer is clear: The members prefer the immediacy of instant issuance, aligning with the credit union’s commitment to service and enhanced security measures.

Entrust and HSFCU adopted a hybrid approach for implementing Entrust technology across branches in Hawaii. 

Entrust technicians traveled to the state to facilitate the setup at three key branch locations. Staff from other branches came to one of these locations for comprehensive training, which included demonstrations and recorded sessions, as part of a “train the trainer” model.

Next, HSFCU’s in-house technicians scheduled all installations, considering the geographical challenges unique to each location. The overall implementation took less than four weeks.

The frontline staff at HSFCU have praised the new card printers for a variety of reasons including:

• Provides immediate payment activation for members that brings satisfaction and enables an instant revenue stream for the credit union
• Offers a quieter and more aesthetically pleasing solution
• Eliminates the inconvenience of cards being lost in the mail

The benefits of instant financial issuance for HSFCU include:

• Members receive their cards immediately, enabling instant usage and a quicker stream of interchange revenue, and reducing the risk of fraud, particularly mail fraud.
• Instant issuance is more cost effective than other options (plastic, ribbon, and other supplies).

HSFCU’s longstanding partnership with Entrust is rooted in exceptional product quality and unparalleled support. Instant issuance aligns with HSFCU’s needs, particularly for members who travel frequently and are prone to losing their cards. HSFCU can be there for these members when they need it most.

Whether it’s via email or a call to open a ticket, the time difference is rarely an issue, thanks to Entrust’s knowledgeable service and after-hours support for global issues. Entrust consistently keeps the credit union informed about business updates and provides new solutions with diligent follow-up.

HSFCU also appreciates dealing directly with experienced individuals. They have come to rely on this personal level of service, which they believe is unmatched by any other provider.