CUA: Enhancing customer security and engagement with a streamlined modern communications solution
Overview
Commencing operations in 1946, with the goal of providing fairer banking services, CUA maintains a genuine desire to make a difference in enriching their members’ lives and has grown to be the largest customer-owned financial institution in Australia, with a national base of more than 400,000 customers.
The challenge
Legacy SMS, reliability, and price
CUA needed a replacement for its legacy SMS Gateway, which provided customers with two-factor authentication for logging into and transacting with internet banking. With reliability and price being the main pain points of the legacy system, Whispir was chosen to provide a more robust and cost-effective solution.
Having used Whispir for our ITSM communications in my previous role, I was comfortable that the platform had the capability and reliability to fulfill this identified need when I joined CUA."
The solution
A robust and cost-effective two-factor authentication system
CUA Initially engaged Whispir to provide a more robust and cost-effective two-factor authentication system for customers accessing and transacting with their online banking platform.
IT service management
Whispir helped update and improve legacy ITSM communications processes through the implementation of a multichannel communication platform to allow for email and SMS communications. This streamlined incident response, replacing manual call trees.
Mass customer notifications
As part of the introduction of the new CORE banking system, an SMS was sent to 75,000 customers who would be affected by system unavailability during the changeover.
