Case Study: Idaho Central Credit Union achieves rapid virtual-branch scalability and seamless mobile video banking with Alkami Technology

Idaho Central Credit Union - Customer Case Study

Idaho Central Credit Union (ICCU) set out to build a “branch of the future” that keeps a human touch while moving services into members’ mobile phones. Facing the need for seamless, authenticated live video interactions—and then the sudden demands of COVID‑19 and the Paycheck Protection Program—ICCU partnered with Alkami Technology to embed a Virtual Service Center (VSC) and mobile video chat into its banking app.

Alkami Technology’s open API platform enabled ICCU to launch and scale the VSC, integrating authenticated video, cross‑trained agents, and extended hours. The service grew from a 2,000‑user pilot to availability for nearly 400,000 members, expanded from about 10–12 agents/booths to 22 privacy booths and roughly 60–65 full‑time staff using the tool, and helped ICCU process hundreds of new business accounts and PPP funding while delivering strong member satisfaction.

Idaho Central Credit Union

Matt McEwen

Director of eCommerce