Diamond Credit Union Unites Its Community Through Video Collaboration With Vidyo

Jul 25, 2017

Remotely Connecting Face-to-Face with Members Increases Engagement and Efficiency

HACKENSACK, N.J.–(BUSINESS WIRE)–Integrated video collaboration technology leader Vidyo today announced that Diamond Credit Union has chosen the Vidyo platform to unite its community and employees remotely through face-to-face video collaboration. Diamond Credit Union uses real-time video to let its members conveniently and efficiently connect in-person with knowledge experts across the organization from the majority of its branch locations.

With $560 million in assets and 160 employees, Pennsylvania-based Diamond Credit Union serves Montgomery County, Berks County and Chester County through five branch locations. Diamond Credit Union uses Vidyo’s industry-leading technology to foster relationships and provide its members with a simplified, next-generation engagement experience via expanded access to its organization-wide knowledge base, regardless of individual location.

Diamond Credit Union turned to Vidyo to enhance the member experience by recreating the in-branch experience remotely with natural, intuitive, personal communications. For example, members can use video collaboration via an in-branch “Loan Zone” to connect face-to-face with Diamond Credit Union’s centralized group of loan experts. They can then quickly and easily apply for a loan through a video call, rather than over the phone, using Vidyo’s content sharing features to view documents together in real time.

“Video collaboration is central to our delivering on the core value of unity with our members,” said Diamond Credit Union Vice President and Chief Information Officer James Daly. “The experience already served to benefit a member beyond what was anticipated – a hearing-impaired member was thrilled to utilize lip-reading while on a video call with one of our mortgage officers. The overall feedback since our launch of Vidyo has been outstanding; the platform is simple to use for our members, employees and partners, humanizing our relationships across the board.”

“Video banking is on the rise as it helps credit unions keep the human touch in today’s digital member experience,” said Vidyo CEO Eran Westman. “Video collaboration is a win-win that simultaneously increases member engagement and branch efficiency. We are thrilled to add Diamond Credit Union to our fast-growing base of credit union customers across the U.S.”

The adoption of video banking is increasing among financial institutions. According to a recent survey of banking professionals from Vidyo, CUNA Strategic Services and Efma, almost 20% of survey respondents said that they have deployed at least one form of video banking, while more than 40% are piloting a video service and more than 80% plan to offer video banking in the future. 64% of respondents said that video banking has increased customer satisfaction.

In addition to the in-branch services, Diamond Credit Union plans to offer video collaboration through its website so that its members can connect in-person with retail and sales staff while at work or from the comfort of home, as well as use video to remotely conduct staff and board meetings and vendor calls.

About Diamond Credit Union
Diamond Credit Union is the 15th largest credit union in Pennsylvania and is headquartered in Pottstown, Pa., with four additional offices. Diamond serves Berks County and the Tri-County Region and holds over $573 million in assets with over 59,000 members. For more information about Diamond Credit Union, please visit diamondcu.org.

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