Case Study: Northrop Grumman Federal Credit Union achieves faster service and better member experience with Q-nomy Q-Flow

Northrop Grumman Federal Credit Union - Customer Case Study

Northrop Grumman Federal Credit Union (NGFCU) is a member-owned credit union with 19 branches across the U.S., more than $600M in assets (2007) and a strong focus on personal service. Facing rising demand and peak-hour congestion, NGFCU needed a ticketless, measurable way to reduce wait and transaction times, improve branch branding and communications, and track agent performance without losing the personal touch members expect.

Q-nomy deployed its Q-Flow solution within a month, installing touch-screen kiosks, lobby LCDs and enterprise digital signage to route members, display wait times and promote offers; it also added intelligent queue management and agent-performance reporting. The result: consistent branded content across branches and ATMs, measurable wait and transaction statistics, tighter service-level control, improved customer experience during visits, and better visibility into agent productivity for ongoing optimization.

Northrop Grumman Federal Credit Union