Case Study: BECU cuts call center volume growth and boosts member loyalty with MX Technologies' Helios mobile app

New Mobile App Helps Mitigate Call Center Volumes

BECU, a large credit union, needed to improve members’ digital banking experience while giving them autonomy to manage finances without increasing contact friction. To meet that challenge, BECU partnered with MX Technologies and adopted the MX Helios mobile app as a self‑serve solution.

MX Technologies’ MX Helios—rated 4.9 stars on both Apple and Android stores—shifted members from phone to mobile and online channels, freeing contact center agents to handle higher‑value issues and boost member loyalty. In three years BECU’s year‑over‑year call volume growth fell from 8.8% to 1.5%, and planned login improvements tied to the MX solution could reduce contact center expenses by about $600,000.

BECU

Nathan Hickman

Vice President, Contact Center