Categories: Customer Stories Hybrid Work

Credit union transforms virtual customer experience with Webex

PACU is delivering incredible customer experiences with Webex

Businesses are constantly changing to remain competitive, stay relevant, and “keep up with the Joneses.”

However, sometimes a business is thrown a major curveball and must pivot much more quickly than expected. Their survival depends on it.

When the pandemic hit, Premier America Credit Union (PACU) faced sobering challenges. Offices were closed and customers were not able to meet in person.

PACU had to make changes fast to keep the bank running and continue providing excellent customer experiences.

“At the outbreak, we didn’t have proper reliable, scalable, and flexible remote collaboration tools in place,” explains Janaki Rao, PACU’s SVP & Chief Technology Officer. “With face-to-face access limited, we prioritized having a remote video teller capability to serve our members safely and effectively.”

PACU had a long-established relationship with Cisco so reaching out to Cisco partner Axelliant to find out more about Webex was a natural call.

“I was very impressed by how quickly the Cisco team responded to our request,” Rao says. “They immediately offered us a solution that helped us address our short term needs, while setting us up for success moving forward.” Cisco understood these were unprecedented times, and that our members needed banking services.” Webex also offered a superior level of security, which was critical for PACU as a financial institution.

PACU — Remote and secure with Webex

With Webex, PACU teams transitioned to remote work in just a few days, allowing them to continue supporting customers safely and securely.

“To enable staff to work from home, we only needed to send team members with a VDI thin client, computer monitor, and headset,” says Rao. “There’s no physical phone, no PC, or laptop required. It was quick and easy for us to support our members and team members.”

As the months went on, it became clear that Webex wasn’t just a temporary solution to an immediate need. Instead, it had catalyzed a lasting transformation at PACU—a transformation that makes the bank more efficient and saves money, all while improving customer and employee experiences.

The Webex Suite is now part of the PACU hybrid work experience—establishing a single, unified collaboration platform for staff training, all-hands announcements, onboarding, and more. Branch tellers also use Webex as a service option for members wanting to connect remotely.

“We’re growing and we’re hiring more team members in different areas including branch services, contact centers, and IT.  We’re evolving and implementing different cloud-based components within the Webex solutions package without interrupting our business and that is exciting,” Rao adds.

Read on to learn more about how PACU is delivering incredible customer experiences with Webex and get in touch with us to explore how we can help your team do the same.

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Published by
Shawna Anthony

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