Case Study: Security Service Federal Credit Union achieves over 50% faster issue identification and resolution with UserReplay

Security Service Federal Credit Union - Customer Case Study

Security Service Federal Credit Union (SSFCU), a member-owned institution founded in 1956 that now serves about 750,000 members with nearly $10 billion in assets, designated its website as mission-critical as more members moved to self-service online. SSFCU needed an early‑warning, cross‑functional solution to quickly identify and resolve site issues, minimize member exposure to partial outages, and proactively detect and prevent fraud.

Since deploying UserReplay in 2014, SSFCU has used its 100% session capture and open data model to unite silos across UX, operations, risk and customer service for fast triage, definitive evidence, and data-driven fixes. The tool reduced time-to-identify-and-resolve issues by more than 50%, surfaced rare/intermittent problems, strengthened fraud detection, protected the credit union’s online reputation, and continues to expand its value across teams.

Security Service Federal Credit Union

Julian Hall

Vice President, Enterprise Architecture & Application Development