Case Study: Orlando Federal Credit Union improves service and sales with Integrity Solutions

Orlando Federal Credit Union - Customer Case Study

Orlando Federal Credit Union, a member-owned nonprofit in Orlando with 10 branches and an off-site administrative center, wanted to improve member service, close the gap between internal and external service, build a stronger team-based sales culture, and grow memberships, accounts, and loans. To help address these challenges, the credit union partnered with Integrity Solutions.

Integrity Solutions implemented Integrity Service® in 2008 and later added The Member Advantage™ in 2012, giving employees an 8-week program to strengthen teamwork, consultative sales skills, and member-needs-based service. The results included member service scores consistently above 90%, 13% growth in loan closures, 20% overall growth in two years, a rise in team member sales awards from 3.1% to 4.62%, a 4.8/5 internal communication and service rating, and a 35% decrease in sales and service employee turnover.

Orlando Federal Credit Union

Jim Santiago

Vice President of Operations