Ancorum Credit Union Reaches The Unbanked Through Innovative Strategies
Motivated by relentless community care, Ancorum (formerly Five County) searched for a vendor to help continue expanding without adding extra burden to its staff. Enter Invo.
Results
6 Agents Servicing 65 Branches
70% interaction time decrease
Day 1
account openings
About Ancorum
Founded as BIW Employees Federal Credit Union in 1956, Ancorum Credit Union originally served the employees of Bath Iron Works. In 1993, BIW converted to a state charter and rebranded to Five County Credit Union in 2001. In 2025, they rebranded to Ancorum Credit Union and strive to deliver “true convenience” through modern and traditional banking services.
137K Members
17 Branches
$2B in Assets
Helping members get comfortable with new video banking technology
Y-12 deployed an in-house video banking program in a few pilot branches. The program was working, but it was also a significant strain on the staff using it. Y-12 needed a dedicated video platform to craft the enhanced member experience it wanted.
The Challenge
Y-12 audited several video software providers, but ultimately chose Invo for the in-branch solution it was envisioning. One concern the credit union brought to the table was maintaining high-touch, personal interactions. In other words, how would Y-12 deploy new technology without overwhelming its members? Better yet, how could they deploy new features like video banking that members would quickly adopt and grow to love?
Invo’s Solution
Y-12 partnered with Invo to create a deployment strategy emphasizing a smooth transition for members. Well before video banking was deployed in a branch, members were informed of the change and were able to come to Y-12 with any concerns. As a result, the immediate feedback was overwhelmingly positive. Members loved video banking from the get-go and haven’t looked back since.
“Our purpose is to transform the lives of our members.”
Melissa Hubbard
Senior Vice President of Operations at Y-12
Southern Bank is among the fastest-growing banks in the community, recognized as one of the 10 best community banks in Missouri by the Small Business Administration (SBA)
Capps joined the company in 1994 and brings more than 27 years of banking experience with her.
Preparing staff members for video through intentional training and communication
New technology often brings changes to employee roles, which can spark fear in staff members.
The Challenge
Once Y-12 decided to deploy video banking in its branches, the next step was getting the staff bought in. Not only did employees need to trust that the platform would work, but they also needed to be reassured that they would be the reason it worked. Before a single video call was made from a Y-12 branch, Invo’s implementation team needed to train management-level employees so that they would train the agents who would be on video. And they needed to do this while the credit union communicated a thorough roll-out plan.
Invo’s Solution
Y-12 and Invo partnered to create a structured rollout strategy for Y-12’s staff. Y-12 addressed staff concerns while diligently outlining how the technology would impact their day-to-day roles. The implementation process included rigorous training and preparation so that every employee in Y-12’s branches knew what was expected of them once video was deployed. This disciplined communication plan created a stress-free deployment, as all employees were trained and prepared for the changes on day-one.
Video banking kiosk at a Southern Bank branch
Deploying video in a way that maximizes personal care for every member
Southern quickly learned that video was much more than a band-aid, specifically in the area of operational efficiency. Once deployed, Southern began looking for ways that video banking could maximize its staffing and ITM efficiency
The Challenge
When video banking was initially deployed, Southern had a siloed video department. However, it wanted to become more efficient as it acquired more banks and needed more staffing flexibility. Southern ultimately wanted its video banking agents to be able to merge with its ITM staff to maximize the efficiency of its agents. On top of extra help on the ITM side, the bank wanted to video adoption at 100% of its branches, posing a unique challenge: How many video agents are needed to maintain the channel at all 65 branches?
Invo’s Solution
Through Invo’s video channel, Southern can support all 65 branches with six video agents. In other words, any video call that comes in from a Southern Branch, whether it originates from Missouri, Arkansas, Illinois, or Kansas, is answered by a team of six agents. Southern gets maximum efficiency from its agents without increasing workload. For customers, that means shorter wait times. Instead of some agents being idle at a slow branch while others are swamped at a busy one, any agent can serve any customer from anywhere.
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✓ 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.
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✓ Learn how to create a seamless handoff when a customer wants to speak to a real person
✓ Discover how video creates personal on-screen interactions, proven to cut wait times in half.
✓ Create a customer experience that makes customers want to come back.