Goals

• Meet the financial needs of its members
• Automatically answer 30% of all e-messages within 12 months of deployment
• Respond to messages as quickly as possible with at least 80% of messages being handled within 24 hours

Achievements

• 35,000 messages handled via secured e-messaging channel every month
• Nearly 50% of e-messages answered automatically and immediately
• 18-hour average turnaround time

“RightNow has had a tremendous positive impact on the way we do business. Members are now telling us how happy they are with our ability to provide them with fast, clear answers to their questions using what is sometimes the only communication channel available to them.”

- Johnna Cooper, Manager, Navy Federal’s Correspondence Branch, Navy Federal Credit Union

When you’re a Marine in a foxhole in Iraq, the last thing you want to worry about is your car payment back home. That’s why Navy Federal Credit Union does all it can to provide the men and women of the U.S. Navy and Marine Corps and their families with exceptional member service—whatever their needs are and wherever they may be.

With RightNow CX, Navy Federal has dramatically improved its responsiveness to the e-messages it receives from its members around the world. Within a single day of implementing RightNow SmartAssistant—which scans the incoming inquiry and offers suggested answers—Navy Federal experienced a 15 percent rate of questions avoided. Navy Federal is now answering almost 50 percent of the 35,000 e-messages it receives every month immediately without any human intervention. It has also brought its turnaround time for e-messages down from three days or more to a mere 18 hours.

Navy Federal Credit Union Support Site | Navy Federal Credit Union Homepage

About Navy Federal Credit Union

Navy Federal is the largest credit union in the world with $29 billion in assets and 2.9 million members. Navy Federal has 124 branch offices and 331 proprietary ATMs located worldwide. The credit union serves all the Department of the Navy (DON) military and civilian personnel, contractors who provide service to or work for the DON on a regular basis, and their families.