Customer Profile

Industry
Financial Services
Headquarters
Grand Rapids, Michigan
Website
www.lmcu.org
Comm100 Customer
Since 2015
Need
Deliver customer service to members via mobile app; An easy-to-use solution that could integrate with existing systems and connect with members via mobile app.
Solution
Comm100 Live Chat
Deployment
On-premise

Serving one in six residents of the state of Michigan and nearly half a million members across the United States, Lake Michigan Credit Union (LMCU) is one of the largest credit unions in the country. Keeping their members’ best interests in mind, they always strive to provide friendly, knowledgeable services, as well as the very latest in online and mobile banking technologies. Here’s how Lake Michigan Credit Union uses Comm100 Live Chat to serve their members and provide instant, real-time support, and service.

Increasing accessibility

As a credit union, LMCU’s goal isn’t to generate profits for shareholders – it’s to improve the lives of their members. With more than six billion dollars in assets under management, LMCU wanted to deepen their commitment to members by giving them as many channels to reach them as possible. Ranked number one in the nation for asset growth and Return of Member, LMCU had been eyeing the adoption of live chat to see if it was catching on, taking a more conservative approach to change management to mitigate risk and inconvenience for their members.

We had to keep up with what other institutions were doing – they were offering live chat solutions, and we wanted to offer that to our members as well.

– Nate Knox, Applications Support

The challenge was to find a solution that could effortlessly adapt to all of their systems, including their mobile app. LMCU wanted a solution that would be easy for both members and agents to use.

Putting members first and improving service

LMCU’s decision-making process is guided by one unalterable consideration: what’s best and right for their members. Comm100’s robust integration capabilities, ease of use, and mobile offerings were all competitive differentiators that tipped the scales for LMCU. During the solution vetting process, they found that Comm100 stood out for its value and ability to help the institution achieve its service goals.

We go through a rigorous process of evaluating multiple vendors to find the one that provides the most value for us.

– Nate Knox

Since implementing Comm100 Live Chat in June 2015, LMCU has seen a steady increase in chat volume. Comm100’s solution integrated smoothly with LMCU’s existing channels, which includes voice, email, and online banking. By adding Comm100 Live Chat to their omnichannel service strategy, LMCU is now able to connect with its members more easily while maintaining its high standard of quality service.

Since we’ve implemented we’ve seen a steady increase in the number of chats we were taking month over month. So, it’s actually worked well with all of the other channels that we were already offering, and it’s definitely helped us, and helped our members reach us more easily.

– Jasmina Duric, Manager of E-Services and Support Department

Thanks to Comm100’s robust security standards, members are able to retrieve account information safely through live chat. Comm100’s MaximumOn technology meant that members enjoy guaranteed uptime, keeping LMCU’s live chat accessible and reliable. Members love the convenience of chatting in the mobile app, getting answers on the go with less effort.

We’ve received nothing but positive responses. Members love the ease of being able to be anywhere and connect with us over chat instead of having to go into a branch or calling in. They really enjoy the convenience of live chat overall.

– Jasmina Duric

Feeling satisfied

LMCU’s development team needed a highly configurable live chat solution that was easy to deploy in their unique environment. Comm100’s solution hit the mark and was a fast success.

From an IT perspective, the ability to plug in our own images and branding, and how the live chat code is generated dynamically for us to pick up and drop into our website, were extremely helpful for our development team. It makes it easy to troubleshoot when things do come up. The amount of logging and history that is reported is extremely helpful. I would say that it’s a really stable and secure system.

– Nate Knox

LMCU management uses Comm100’s reporting features to monitor chat quality, agent performance, and visitor satisfaction. With real-time live chat data available on the dashboard, management can see metrics including wait time and chat queue. By reviewing historical data, management could compare performance over different periods of time, and identify key visitor pain points. They could then adjust the live chat team size and schedule to better match demand.

Comm100’s agent-friendly desktop and mobile interfaces made it easy to train agents, and staff from multiple departments attested to the system’s straightforward nature. LMCU agents particularly enjoyed the group and private canned messages built into the system.

My entire staff finds Comm100 Live Chat very user-friendly. We’ve also done training for other departments for them to start using chat for certain things, and they’ve also found it very easy to use. Some of the things that we really enjoy are canned messages – that’s something that we use probably most often in chat. The team enjoys having both private and group canned messages.”

– Jasmina Duric

Overall, LMCU recommends Comm100 for its ease of use – both for its staff and its members.

Specifically for ease of use, I would recommend Comm100 for the value that it brings in the end. It’s a straightforward system and is very easy to use for our members as well as for staff.

– Jasmina Duric

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About Lake Michigan Credit Union

Now in their 85th year, Lake Michigan Credit Union serves one in six residents of the state of Michigan, and half a million members across the United States. With over 40 branch offices and nearly 100 ATMs, LMCU is one of the largest credit unions in the country, as well as Michigan’s leading mortgage provider. Among all credit unions nationally with over $3 billion in assets, LMCU ranks #1 in asset growth and #1 in Return of Member, with a 99.53% rate. LMCU’s company mission is to help its members grow and protect their assets. Their goal is to do what is best for their members, and to provide financial safety and soundness. LMCU aims to provide friendly, knowledgeable services, as well as the very latest in online banking and mobile banking technologies. For more on LMCU, please visit www.lmcu.org.

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