Case Study: American 1 Credit Union achieves seamless 24/7 member self-service with Engageware

5 Ways American 1 Credit Union Empowers Members with Self-Service Digital Support

American 1 Credit Union, which serves nearly 60,000 members across 18 branches in southeast Michigan, faced a sudden shift to digital engagement when COVID-19 forced branch closures in spring 2020. The credit union needed to keep members connected and able to complete routine banking tasks remotely while preserving a smooth, uncomplicated member experience.

Using Engageware’s Customer Self-Service platform, American 1 deployed a unified knowledge base powering a 24/7 chatbot, guided tutorials, contextual FAQs, a prioritized “self-service before Contact Us” flow, and case-management forms. The result: consistent, centrally managed content across web and mobile, faster answers for common questions, reduced load on staff for simple inquiries, smoother remote onboarding and transactions for members, and the ability to quickly push timely COVID-19 information across channels.

American 1 Credit Union

Laura Pryor

Vice President of Member Experience