Case Study: New Cumberland FCU achieves frictionless digital banking and lower support volume with Narmi

Narmi delivers a frictionless digital banking platform to NCFCU

New Cumberland Federal Credit Union (NCFCU) partnered with **Narmi** after its previous digital banking platform created high call center volume, user friction, and stability issues. NCFCU needed a more intuitive, omni-channel experience that could support digital account opening, mobile banking, and online banking for a more digital-centric member base.

Narmi implemented its **Digital Account Opening, Consumer Digital Banking, and Admin Platform** to deliver a seamless, unified experience across channels. The results were strong: NCFCU saw up to a **93% application completion rate**, a **41% reduction in support contacts/call center volume**, and a **62% decrease in response time**, while also achieving **100% funding for new accounts at opening**.

New Cumberland FCU

Don Varner

Chief Executive Officer