Case Study: Black Hills Federal Credit Union achieves higher member engagement and service efficiency with Quiq

Black Hills Federal Credit Union Serving Members Goes Mobile

Black Hills Federal Credit Union (BHFCU), which serves about 75,000 members across South Dakota, needed a more convenient, secure way to reach members who increasingly prefer mobile channels and often don’t answer calls or emails. To meet that need they chose Quiq’s messaging platform to add text and chat as a primary service channel and consolidate communications previously handled by phone, email, and social media.

Quiq implemented inbound texting first, then added web chat, outbound messaging and IVR integration; 36 employees now use the platform, including about 18 contact center agents. Adoption has driven higher-than-average response rates, made routine tasks (balance inquiries, transfers, address updates) faster and fee-free for members, and improved agent efficiency. BHFCU has also used Quiq’s APIs for secure authentication and plans bot-based workflows and expanded integrations to realize further cost savings.

Black Hills Federal Credit Union

John Buxton

SVP/CIO