Case Study: MSU Federal Credit Union achieves 8,000+ fintech connections and 67% fewer support tickets with Plaid

MSUFCU used Plaid’s Data Connectivity solutions to connect 8,000+ members to digital finance apps and services in just eight months

MSU Federal Credit Union, the world’s largest university-based credit union with more than 320,000 members, faced rising member frustration and support costs because members couldn’t easily connect their accounts to third‑party finance apps. Support volumes spiked (about 300% by 2020), and MSU determined it could not build direct integrations with every fintech partner, so it engaged Plaid and its Data Connectivity solutions—including Plaid Exchange—to provide a secure, standardized way for members to share account data.

Plaid implemented Plaid Exchange (OAuth‑based connectivity) to remove credential sharing and simplify integrations; in the first eight months, 8,000+ member accounts were connected to fintech apps. As a result, MSU saw a 67% reduction in technical support tickets and a more than 400% improvement in connection health (rising from 20% to 93%), while gaining the confidence to partner with new fintechs and reduce operational risk thanks to Plaid.

MSU Federal Credit Union

Benjamin Maxim

Chief Digital Strategy & Innovation Officer