Case Study: 1st United Services Credit Union achieves $10M in new loans with Fonolo

How a Credit Union Improved the Call Center Experience and Generated $10M in New Loans

1st United Services Credit Union, a California-based financial institution, wanted to attract a younger demographic and offer more ways for members to contact the credit union beyond phone and email. To improve the call center experience and appeal to digitally savvy members, 1st USCU turned to Fonolo and its cloud-based call-back solutions.

Fonolo implemented Mobile Rescue, Web Rescue, and In-Call Rescue across the credit union’s mobile app, website, and phone channels, eliminating hold times and simplifying access to live agents. The results were strong: 1st USCU booked over $10M in new loans within the first year, reduced abandon rates by 10%, and achieved a positive ROI in just 60 days.

1st United Services Credit Union

Mark Edelman

Vice President Member Services