Case Study: Pennsylvania State Employees Credit Union (PSECU) achieves increased member loyalty and faster, automated omni-channel communications with FICO Customer Communication Services

PSECU builds member loyalty and engagement with omnichannel communications across the full customer lifecycle

Pennsylvania State Employees Credit Union (PSECU), a $5.5 billion institution serving about 450,000 members, wanted to match the digital sophistication of large banks while preserving the personal, conversational relationships that set it apart. The core challenge was to make engagement more convenient and real‑time across the member lifecycle—collections, originations, alerts and customer service—without sacrificing trust or the member experience.

PSECU deployed FICO Customer Communication Services to deliver AI‑driven, omni‑channel personalized communications (email, SMS, push and phone) and automate member touchpoints. The results: 90% of contacts resolved through self‑service, communications delivered twice as fast, reduced application abandonment, faster collection cure rates (supporting an expected 5% staffing reduction), more than one million alerts per month with near‑real‑time delivery, and improved member satisfaction while maintaining a personal tone.

PSECU

William Zysk

Vice President, CCO — Credit Services