3-Minute Read
Heartland’s innovative approach transforms member experiences for the better
In 2017, then AVP of Retail Operations Jeremy Stauffacher learned about video banking technology and knew it was the future. A few years later, Heartland deployed this brand new tech to transform their branch experience.
The Results
Two new branches,
no added consumer lending staff
4-to-1 desk-to-agent ratio (FTE)
>80% wait time
reduction
About Heartland
Chartered in 1948 as the Hutchinson Teachers Credit Union, Heartland Credit Union has grown to serve the communities of Central and Western Kansas. Heartland’s mission is to be its member’s “friend and partner, delivering solutions one dream at a time.” Learn more about The Heartland Way.
$620 Million+ in Assets
Since its chartering, Heartland Credit Union has grown its portfolio to over $615 million in assets while staying committed to local communities.
39k+ Members
Beginning with Hutchinson teachers, Heartland’s membership has grown to more than 38,000 in its more than 70 years of operation.
10 Branches
Heartland has 10 branches across the heart of Kansas, including eight traditional branches, a wealth management location, and a branch in a high school.
Achieve exceptional member service during a hiring crisis
Heartland shared the goal of all community Credit Unions: provide exceptional service to its members. However, staffing shortages make that goal difficult. Desiring to expand, Heartland had to look for a new approach to their growing member wait times.
The Challenge
Average lobby wait times across the United States range from 8-11 minutes. Heartland’s members were waiting anywhere from 10-15 minutes. Leadership called upon Invo, not only to cut wait times to the national average, but to provide exceptional service for its members.
Invo’s Solution
Heartland deployed an in-branch solution, launching kiosks in the branch, as well as Invo’s lobby management tool to assist members and create a seamless branch experience. This allowed Heartland to centralize staff, decrease the FSR department by 43% through attrition, and decrease wait times from over 15 minutes to under three minutes.
“We want to be available to our members, regardless of what channel they choose.”
Jeremy
Stauffacher
Chief Consumer Officer
Heartland Credit Union
Take advantage of all channels and get the same results for each
As with all of Invo’s clients, Heartland’s goals were lofty. They didn’t want to simply level off long wait times and find a response to a hiring crisis. They wanted to create the best experience for their members while also expanding into new communities.
The Challenge
Deploy digital banking tools that provide members with seamless service, without adding burden to the staff. Heartland also wanted to see each digital channel offer the same functionality and value to members as the in-branch channel, while helping to add new branches without additional staff.
Invo’s Solution
Along with in-branch solutions, Invo also deployed a web and mobile solution, giving members the ability to reach Heartland from anywhere they have internet access. Heartland’s all-in approach with both in-branch and online solutions allowed them to open two new branches without adding a single consumer lending staff member.
Successfully identify a scheduling tool for members
Along with the tools Heartland has already deployed, their team is still continuing to find ways to improve the member experience with the staff they already have. They began looking for a scheduling tool that would help members book appointments without any added workload for their staff.
The Challenge
Heartland wanted a scheduling tool that could manage their video banking calls. They also wanted a tool that had the capacity to expand. Heartland wanted a scheduling tool that could eventually handle in-branch appointments as well as digital and video appointments. As a result, they began looking at Invo’s scheduling tool as a potential solution in addition to their existing product suite.
Invo’s Solution
Invo responded to the challenge with its built-from-scratch scheduling tool, designed in-house specifically for financial institutions. Once this tool is deployed, members will be able to schedule future video appointments that work best for them. This tool will manage both video and in-branch appointments within the dashboard without extra hands-on effort from the staff.
Free eBook
Customer Satisfaction in a Digital World
✓ Learn how to overcome hiring & staffing struggles with digital tools.
✓ Discover solutions that deliver seamless on-screen experiences that are proven to cut wait times in half.
✓ Find out why features like Co-Browsing increase customer satisfaction
Have Questions?
Schedule a time to chat with our Solutions Consultant and find out how we can help. Our discovery calls are consultative, not salesy, because we want you to succeed.
Hope Solomon
Solutions Consultant