Customer Profile
With assets of more than 8.5 billion and approximately 600,000 members, BECU (Boeing Employees’ Credit Union) is the largest credit union in Washington and one of the top four financial cooperatives in the United States. As a not-for-profit financial cooperative serving State of Washington residents, BECU is owned by its members, with its earnings returned to its members in the form of better interest rates and lower fees for services.

Customer Challenge
The amount of information inundating BECU’s internal knowledge base challenged BECU’s commitment to providing the best value and service to its members. BECU sought a solution that simplified the navigation of internal information, bridging the gap between their employees and the answers they need to exceed their service standards.

The ActiveAgent™ Solution
ActiveAgent’s proven effectiveness represented the most accurate and cost-effective solution to BECU’s internal informational challenges. In 2007, BECU partnered with Next IT to launch ‘Ask BECU’ and provide their employees with accurate, relevant and user-centric answers to their natural language questions allowing them to uphold exceptional service standards.

The results have been spectacular, proving ActiveAgent’s effectiveness in solving the challenges of the informational bottleneck and ensuring higher levels of user and customer satisfaction.

'Ask BECU' Delivers (July 2008 user survey)

Improves ability to serve BECU members: 82% either Agree or Strongly Agree

Easy to use: 88% either Agree or Strongly Agree

Accurate answers: 83% either Agree or Strongly Agree