3-Minute Read
Infuze Launches Robust Suite of Member-First Digital Banking Tools
Motivated by a servant’s heart for their members, Infuze deployed a robust set of digital banking tools to meet their members where they are.
The Results
3-to-1 Desk-to-Agent Ratio
Higher Net Promoter Scores
Increased Sales
About Infuze
Founded in 1954, Infuze Credit Union began as NFFE #738 Credit Union, built to serve members of the National Federation of Federal Employees. Infuze has since grown to five branches and serves more than 30,000 members.
$325 Million+ in Assets
After starting in 1954 with just $325, Infuze has grown to a fitting $325 million in assets since they began.
30k+ Members
Infuze has expanded its membership and is open to anybody living or working in a nine county area in mid-Missouri.
5+ Branches
Infuze has 5 Missouri branches and offers access to over 5,000 credit union branches and 30,000 surcharge-free ATMs via the CO-OP Shared Branching Network.
Deploy Video to Solve Member Pain Points
Infuze looked to add new technologies with the primary goal of serving member problems and creating better member service, both in the branch and through digital platforms.
The Challenge
Infuze wanted digital solutions that allowed members to complete transactions, speak with agents, and work through members service problems quicker. They wanted members to be able to solve problems at home if they weren’t able to come to a physical branch.
Invo’s Solution
Through video banking, members are able to speak with an Infuze agent from the comfort of their own homes. Through Invo’s scheduling tool, members can conveniently schedule meetings with Infuze agents that fit their schedules without the need for email exchanges or phone calls.
“We aren’t replacing anything, just enhancing.”
Bryan Gentle
Chief Information Officer
Infuze has implemented multiple video banking options including in-branch kiosks, as well as web and mobile-based video banking.
They have also deployed other additional digital banking tools, such as Invo Booking, a Google and Outlook integrated scheduling tool, lobby management and self-service check-in through Invo Concierge, and a chatbot.
Drive Sales through Marketing
Infuze aimed to improve member service and drive sales through marketing efforts. By adopting a customer-centric approach and leveraging strategic campaigns, they sought to build brand loyalty, generate leads, and increase revenue streams, positioning themselves as an industry leader.
The Challenge
Deliver digital banking tools that not only served members and improved lobby efficiencies, but also improved product sales. Infuze wanted to see an increase in form submissions and lower the rate of form abandonments.
Invo’s Solution
By deploying tools like co-browsing, Infuze was able to see sales increase while also making up to $120,000 per year in FTE savings. Through marketing and advertising strategies, Infuze was also able to drive members and potential members to video banking.
Improve Fraud Security
As a result of this partnership, Infuze was able to provide their members with enhanced peace of mind knowing that their assets were protected, which, in turn, further strengthened Infuze's reputation as a trusted and reliable financial institution in the eyes of their members.
The Challenge
To stay ahead of the curve and provide their members with the highest level of security, Infuze proactively sought out new solutions and technologies to mitigate the risks of fraud, working tirelessly to maintain the trust and confidence of their members in the face of an ever-evolving threat landscape.
Invo’s Solution
Through the functionality offered by Invo’s product suite, including verification redundancies within the video banking and document capture technology, Infuze has been able to better identify fraud attempts. More importantly, they have been able to identify fraud attempts before member assets have been accessed.
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