Case Study: BECU achieves faster service, reduced wait times and improved customer satisfaction with Q-nomy's Q-Flow

BECU - Customer Case Study

BECU (formerly Boeing Employees' Credit Union) is Washington’s largest credit union, serving over 850,000 members across 43 branches. Facing difficulty capturing and analyzing in‑branch customer experience data, BECU sought a solution to improve frontline service and operational visibility and selected Q-nomy to address these needs.

Q-nomy deployed a customized Q-Flow® Customer Experience Optimization platform—piloted in four branches and rolled out to the remaining 39—providing online appointment scheduling, FIFO queue management, real‑time Alert Engine notifications, Exchange Bridge integration, and a Staff Planning module. Within months BECU saw a 5.50% reduction in average service time, a 4.75% reduction in average wait time, and measurable lifts in satisfaction scores (Prompt Service 8.81→9.10, Branch Network Accessibility 8.56→8.70, overall 9.20→9.22), with some centers improving service levels by 20–30% through better staffing and transaction management.

BECU

Nathan H.

Sr. Manager, Workforce and Technology Planning