CASE STUDY Diamond Credit Union T aps Vidyo to Give Members a Personalized T ouch, Increasing Sales and Customer Satisfaction 12 % Increase in sales of debt protection in 7 months 4.93 User rating out of a possible 5.0 after 2,200 sessions When Diamond Credit Union members traditionally visited a branch to inquire about a loan or mortgage, they were led to a designated area in a branch and used a telephone to speak with a remote specialist. While it was very successful, something was still missing. “Members were coming into a branch expecting to see a person and we were directing them to a phone, ” said Jim Daly, Vice President and Chief Information Officer. “Members felt, ‘Why did I need to come in when I could’ve done this from home?’” Daly wanted members to have a

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