Case Study: Michigan State University Federal Credit Union cuts authentication time in half with Pindrop

Michigan State University Federal Credit Union cuts authentication time 50% with Pindrop

Michigan State University Federal Credit Union (MSUFCU) faced challenges with a slow, high-friction member authentication process that was negatively impacting customer satisfaction and agent productivity. The credit union also needed to proactively address growing fraud risks, including the threat of deepfakes, within its contact center. To modernize its security and member experience, MSUFCU turned to vendor Pindrop for its Protect and Passport solutions.

By implementing Pindrop's solutions, MSUFCU achieved significant improvements. Pindrop's technology reduced the average authentication time by 50%, from 90 seconds to 45 seconds, and even cut it to just 12 seconds for a large portion of calls. This enhanced efficiency boosted member satisfaction scores and saved an estimated $561,600 in annual operational costs. Furthermore, Pindrop provided superior fraud detection and case management tools, successfully protecting accounts with over $500,000 in funds at risk.

Michigan State University Federal Credit Union (msufcu)