Vibrant Empowers Employees to Create Unique Experiences and Serve Members in up to 60 Seconds.
With the force of digital driving a new crop of FinTech start-ups sprinkled across the country, Vibrant Credit Union set out to modernize the way they do banking, determined to reinvent themselves after 80 years. Turns out, banking and operating brick and mortar branches is expensive. And much like retail, it poses difficulties when it comes to change management and keeping up with the fluctuating flow of customers.
As Vibrant realized the need to shift priorities, they sought a solution that could scale and innovate with them. With the end goal to create more value for their members, they chose the Sharpen platform to help power virtual banking through video kiosks. The switch to video banking helped Vibrant reallocate bank staff to serve their members quicker and more effectively.
Now, Vibrant’s average wait time for all channels is less than 1 minute.
“Because of the Sharpen-powered video kiosks, we’ve reduced member wait time at our branch offices by 90 percent,” said Vibrant’s vice president of member experience, Joanie Dean. “Currently, our wait time is less than half that of the industry standard.”
The Shift to an Experiential Focus.
Vibrant knew that adding value for their members meant more than just reducing wait times. They needed to create one-of-a-kind, memorable experiences for their customers, too. Steve Ducey, Chief Experience Officer at Vibrant, said his team of leaders was dedicated to crafting an environment ripe for the uniqueness that powers customer happiness.
“In those early days of thinking about how to reinvent ourselves in an industry that’s really steeped in tradition, one of the things that our board of directors, our leadership team as a whole, and myself talked about is, how do we look at banking? And, how do we do it differently? No one goes to their family on a Friday night, or to a party on the weekend and says, ‘Let me tell you about something that happened at my bank this week!’ And, the question is, why can’t they? Why shouldn’t they?”
Digital Transformation in the Contact Center Cloud Migration:
Lessons from the Trenches
Thursday, May 23, 2019,Register Now
“If we do our job really well, if we wow someone and provide exceptional, surprisingly different experiences, they should talk about us on a Friday night,” Ducey added. “They should tell people about it. And at the end of the day, that’s what’s going to drive our business forward.”
How Does Vibrant Create These Unique Experiences?
Vibrant prioritizes employee satisfaction and empowerment. They’ve created a team full of agents who convey their happiness and confidence throughout the customer journey.
“If we can create people that are having fun and enjoying what they do, being passionate about it, and smiling, then at the end of the day, our members that choose to bank with us are going to smile, too. And when they smile, they’re going to tell people about us,” said Ducey.
Vibrant’s leadership team gives their bankers the freedom needed to “wow” their members and create unique experiences with each video interaction. They know that happy employees create happy customers. And, better yet, that happy customers become lifelong company advocates.
“I believe that people choose to work for you only as well as you work to attract and retain your talent,” Ducey said. “Talent has the option and the choice to be a part of your team and the way you do things. So, from there, it comes down to asking the question. How do we empower people to go and live our brand? To live our energy, and to carry our uniqueness through? So, at every level of our organization, we empower our staff to drive that uniqueness.”
Watch Vibrant’s Steve Ducey tell the story of their people-centric approach to banking and how it impacts business.
Want to catch Steve sharing Vibrant’s story in person? Come see us on Nov. 12-14 at ICMI CC Demo in Las Vegas at booth #404! From 12:50 to 1:15 p.m. on Wednesday, Nov. 14 at the Solutions Spotlight Theater, hear Steve explain how Vibrant used Sharpen to improve their tellers’ experience and their customers’ satisfaction, then stick around to ask him questions about his success innovating with Sharpen!