6-Minute Read
CU1 Enhances Member Service Through User-Friendly Technology
Credit Union 1 deployed new technologies and centralized staff without creating a daunting experience for its members.
The Results
→ 4-to-1 desk-to-agent ratio
→ 94% member
satisfaction
→ >80% wait time reduction
About Credit Union 1
Chartered in 1948 as Machinists Federal Credit Union, Great River spent decades creating a member-focused experience. In 2025, Great River officially merged with Credit Union 1, allowing for an even greater impact on its members. CU1’s strong reputation for member service and community commitment was a perfect fit for Great River’s forward-thinking branches that strived to “expand [its] footprint while providing exceptional service to members, whether it's in person or through our convenient online and mobile options.”
$2.6+ Billion in Assets
By merging with Great River, CU1 continues to expand its footprint throughout the United States, and currently holds more than $2.6 billion in assets.
167K+ Members
Credit Union 1 is one of the fastest-growing credit unions in the nation, with over 167,000 members and counting.
39 Branches
Headquartered in Illinois, Credit Union 1 is continually expanding into other markets and integrating video banking technology as they add locations.
Create a seamless lobby experience for members
CU1 wanted to deploy new, dynamic technologies across its branches without overwhelming members. They wanted a lobby experience that wasn’t daunting, but normal and as easy as possible for the member.
At the time of deployment, then Great River’s lobbies were experiencing wait times of 10+ minutes. With Invo, CU1 wanted to decrease member wait times without overwhelming them with new technologies.
The Challenge
Invo’s Solution
Through the Invo Kiosk model, which replicates a traditional office for members, CU1 implemented in-branch video banking technology that was both welcoming and normal for even their most hesitant members. This also led to a greater than 80% decrease in wait times, from over 10 minutes down to under 2 minutes.
“The driving factor is the technologies we use.”
Derek Rudolph
SVP Enterprise Technology
CU1, then Great River, was among the first Invo clients to deploy an in-branch solution, but they also offer a wide variety of other digital banking tools to their members.
Since partnering with Invo, CU1 has deployed web and mobile-based video banking, as well as lobby management and self-service check-in through Invo Concierge.
Centralize staff to protect against unpredictable
lobby traffic
As a credit union with multiple branch locations, CU1 found it difficult to serve members and keep wait times down without hiring more staff. Their solution resulted in CU1’s new accounts and consumer lending teams serving all nine branches with just three team members each.
Staff
The Challenge
CU1 staffed its branches with a new accounts and consumer lending agent in each branch. However, this meant that some agents would be idle while others were swamped, depending on the unpredictable traffic at their respective branches.
CU1 wanted to centralize its new accounts and consumer lending staff to protect them against heavy lobby traffic.
Invo’s Solution
Through the video banking technology, CU1 centralized its new accounts and consumer lending departments. Now, a three-member team manages each department across all nine locations.
Not only did this improve working conditions for CU1’s staff, but it also resulted in a 4-to-1 desk-to-agent ratio. CU1 saves up to $120,000 per year in FTE savings while simultaneously cutting wait times.
Integrate new technologies with existing technology
Beginning around 2016, CU1 (Great River at the time) overhauled its digital offerings, revamping its mobile and web-based banking. They wanted to continue integrating new technologies that complemented the progress they had already made.
The Challenge
CU1 needed to deploy video banking tools that could complement its existing digital tools, such as its retail ITMs and a revitalized mobile app. They wanted to leverage solutions that fit into their existing strategic vision and wouldn’t require a tremendous implementation burden.
Invo’s Solution
Invo’s plug-and-play video banking technologies are built to stack on top of already existing workflows. This allowed CU1 to deploy video banking without worrying about an extensive integration process for things such as electronic signatures or mobile device utilization.
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Customer Satisfaction in a Digital World
✓ Learn how to overcome hiring & staffing struggles with digital tools.
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Have Questions?
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Speak with one of our Solutions Consultants at Invo today to see firsthand how Invo can positively impact your financial institution!
✓ Learn how to overcome hiring & staffing struggles with digital tools.
✓ Discover solutions that deliver seamless on-screen experiences that are proven to cut wait times in half.
✓ Find out why features like Co-Browsing increase customer satisfaction