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Oracle Customer Success — Northrop Grumman Federal Credit Union

 Northrop Grumman Federal Credit Union

Northrop Grumman Federal Credit Union Uses LiveLOOK Co Browse to Ease Customer Transition to New Banking Platform


Co Browse was an invaluable tool for our online banking system migration and the ongoing support of the home banking website, due to the ability for us to look at and understand what the member is having difficulty with and walk them through the steps to resolve their issue. We’ve gotten a great response from membership who appreciate us having the ability to look at their screen and step them through things. Some members now ask if they can co browse when they call in with a question. This is something we can’t live without going forward. If I said we had to take away co browse, there would be a huge uproar in the support department.

— Rob Harloe, VP of Technology at Northrop Grumman FCU

Northrop Grumman Federal Credit Union is a member-owned, notfor-profit financial cooperative. The Credit Union was formed in 1946,and serves over 49,000 members with 35 locations in several states across the United States and over $880 million in assets.
  • The Challenge
    In 2011, Northrop Grumman Federal Credit Union transitioned to a robust new online banking platform. Knowing that previous largescale upgrades to the home banking website had resulted in increased support calls, with members reporting trouble logging in, navigating the site, and/or understanding new features, Northrop Grumman FCU sought out a tool that would help its Member Services Representatives better assist members through this migration, and that would make long-term continued support easier as well.
  • The Solution
    Northrop Grumman FCU deployed LiveLOOK’s Co Browse solution ahead of the roll-out of its new online banking system. The MSR team, equipped with a tool that allows them to see a member’s screen and understand what the member is having difficulty with, was now prepared to quickly, efficiently and accurately provide live help to members getting started with the new platform.
  • The Results
    Co Browse was invaluable in transitioning to the new online banking platform. Reps were able to better assist members, and members appreciated that the reps could step them through the process of resolving their issue visually, instead of just talking them through the new system. Northrop Grumman reported that in 100% of cases, the MSR team was able to resolve member issues when Co Browse was utilized, and in some cases, they may not have been able to resolve the issue without it.

    For general support, the reps at Northrop Grumman FCU have found that it is easier to co browse with a member and walk them through any issue they’re having on the website. Reps appreciate having the ability to see a member’s screen and show the member exactly what steps to take in order to find information, complete a transfer, or conduct any type of transaction. Co Browse has become the go-to tool whenever members are having any difficulty using the website.

    This story was originally published on

About Northrop Grumman Federal Credit Union


United States
Published:  Sep 15, 2014