the green room | customer story

Credit Union 1

Credit Union 1 serves over 94,000 Alaskans across the state. In addition to branch offices located in key cities like Anchorage, Fairbanks, Ketchikan, Kodiak and more, this not-for-profit credit union also offers a full-suite of e-services that allow members to manage their money online from the comfort of anywhere.
"Working with NCR showed us that new technology can really be accessible to all, regardless of age. That was important to us, since we welcome everybody. Our members can still have a traditional guided experience, or they can opt for a self-service experience. And NCR’s consulting team helped us train our staff to intercept members and guide them. That type of personal care only results in a better financial journey."
What they needed

A new strategy to centralize service and update its tech

A market study of its members and their banking habits prompted Credit Union 1 to start looking at new approaches to banking. It tapped NCR to identify areas of improvement—like a brand refresh, enhanced training for staff, new technology like ITMs, and updating existing drive-up equipment. The goal was simple: provide more accessibility, versatility and ease-of-use to members across Alaska while future-proofing operations in the long run.

What we delivered

Expert consulting and convenience-boosting tech

NCR provided consulting services to help Credit Union 1 develop a short- and long-term strategy for its brand and business overall. It started with a brand refresh and concept design that better resonated with members. It also included training to help Credit Union 1’s staff prepare for the new business model and rollout. Tech-wise, NCR implemented the ITM that offered more convenience and features—all while providing valuable insights into the kinds of transactions taking place at different branches. Now Credit Union 1 can serve more members faster from a central location and make location-specific business decisions based on data.

What happened next?

An experience that’s accessible to all

Since implementing the new ITMs, Credit Union 1 found more than half of transactions were taking place at ITM machines—indicating members are extremely open to using the new tech. NCR’s training program has helped improve member service, as staff are now better equipped to guide members along their financial journey. The new tech hasn’t just improved efficiencies and provided more convenience to members—it’s also strengthened relationships between Credit Union 1 and its members.