Case Study: Northrop Grumman Federal Credit Union achieves 100% issue resolution and smoother online banking migration with Oracle LiveLOOK Co‑Browse

Northrop Grumman Federal Credit Union Uses LiveLOOK Co Browse to Ease Customer Transition to New Banking Platform

Northrop Grumman Federal Credit Union, a member‑owned, not‑for‑profit cooperative serving over 49,000 members across 35 locations with roughly $880M in assets, faced a major challenge when it migrated to a new online banking platform in 2011. Anticipating the usual surge in support calls about logging in, navigation, and new features, the credit union needed a way for Member Services Representatives to quickly and effectively help members through the transition.

To address this, Northrop Grumman FCU implemented LiveLOOK’s Co Browse so reps could view members’ screens and guide them step‑by‑step. The tool became the go‑to support channel: reps reported resolving issues in 100% of cases when Co Browse was used, members appreciated the visual assistance, and the credit union found ongoing support faster and more effective.

Northrop Grumman Federal Credit Union

Rob Harloe

VP of Technology