Enhancing Member Authentication at Corning Credit Union
In the rapidly evolving fintech landscape, credit unions are continually seeking innovative solutions to enhance security and improve member satisfaction. Corning Credit Union, facing challenges with the efficiency and security of member identification processes, embarked on a transformative journey with IDgo.
This case study explores the challenges, solutions, outcomes, and experience surrounding the implementation of IDgo’s technology, showcasing a significant leap towards operational excellence and member satisfaction for Corning.
The Challenge: Call Center Inefficiencies and Increasing Security Risk
Corning prides itself on providing an exceptional member experience. However, a persistent challenge threatened this commitment: the inefficient and insecure processes for member authentication.
"Our members were facing longer wait times, and the potential for security breaches was increasingly concerning," shared Corning’s Trisha Preston. These challenges not only hampered the member experience but also placed the credit union at increasing risk of fraud and identity theft, eroding trust in its ability to safeguard member information.
IDgo’s Solution: Secure and Swift Member Authentication
In search of a new solution, Corning turned to IDgo, known for its authentication technology. IDgo proposed a simple, yet robust, new system designed to authenticate member identities swiftly and securely.
Leveraging the FIDO Alliance’s FIDO2 specification and its own proprietary technology, IDgo’s solution aims to strengthen and simplify authentication processes. "Implementing IDgo's technology was a game-changer. It allowed us to authenticate identities in real-time, significantly enhancing our security posture while offering a seamless experience to our members," said Preston.
Transformative Outcomes: Speed, Security, and Satisfaction
The impact of deploying IDgo’s technology was immediate and profound as authentication times saw a drastic reduction. The credit union reported a savings of 2 minutes per call in the time required to authenticate members for calls that used IDgo authentication. This enhancement directly contributed to an improved member experience, with shorter wait times and more efficient service delivery. Security measures were also strengthened, substantially reducing the risk of fraud. "Since introducing IDgo's solution, we've observed a notable decrease in security incidents, affirming our confidence in this partnership," said Preston.
Another key accomplishment was that on Day 1 of the launch of the IDgo authentication service, 50% of the incoming calls from members were enabled with IDgo. Achieving this high level of adoption on Day 1 was due to IDgo’s unique pre-enrollment process. "Our members have been overwhelmingly positive about the quicker, more secure authentication process. It’s clear we’ve made a significant improvement in how we serve them," said Preston.
Improving Agent Experience
The success of IDgo’s implementation resonated not just within operational metrics but also in the voices of those it most affected: the members and staff of Corning Credit Union. "The difference is night and day. What used to be a cumbersome process is now quick and effortless," said Preston.
Call center agents have echoed this sentiment, highlighting the ease of integration and the benefits of the new system. "Training with IDgo's technology was straightforward, and we were impressed with how quickly we could make a difference in our members' lives," said Preston.
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A partnership for the future
The journey of Corning Credit Union with IDgo exemplifies the transformative potential of innovative technology in the financial sector. By prioritizing security and efficiency, the credit union has not only improved its operational metrics but also reinforced its commitment to providing an unparalleled member experience.