Case Study: Northwest Community Credit Union achieves 1.5‑minute response times and 3x agent productivity with Quiq

Northwest Community Credit Union Blazes New Trail With Messaging

Northwest Community Credit Union, a 14‑branch Oregon credit union serving about 108,000 members, faced three‑lane branch lines and 45‑minute phone waits when branches closed during COVID‑19. To give members a faster, preferred service channel they partnered with Quiq to deploy messaging and a chatbot solution using Quiq’s messaging platform and bot designer.

Quiq delivered a rapid rollout (days instead of months) of managed messaging and a menu‑driven bot, enabling responses in 1.5 minutes or less and allowing one messaging agent to handle the same conversation volume as three phone agents. The bot updates via Quiq reduced irrelevant stimulus inquiries by 50%, boosted staff morale, and set the stage for expanding messaging into collections, lending, and IVR integration.

Northwest Community Credit Union

April Cooper

Director of Digital Experience