Case Study: DuPont Community Credit Union achieves a positive member experience after a mass credit and debit card reissue with Architect from Fiserv

Architect from Fiserv Ensures a Positive Member Experience After a Mass Credit and Debit Card Reissue

DuPont Community Credit Union faced a high-risk mass reissue of 81,724 credit and debit cards within a 45-day window after converting from Visa to Mastercard, compounded by incorrect member addresses and many members failing to set PINs on new cards. To address the risk of a negative member experience, DCCU relied on Fiserv’s digital banking solution, Architect, which the credit union had deployed for retail and business banking.

Fiserv’s Architect integrated with DCCU’s account processing and hosted card systems to identify undelivered and unactivated cards, trigger in-app alerts prompting members to update contact information or activate cards, and automate address capture, card deactivation and reissuance workflows. The effort verified or updated more than 54,000 member addresses, cut accounts with incorrect address information by 30% and reduced suspected bad addresses by 70%, resulting in a positive card roll-out and improved contact data for future marketing.

DuPont Community Credit Union

Michael J. Tranum

CTO