BECU, the fourth largest credit union in the U.S. with over 1 million members and $16 billion in assets, needed to balance member connection with self-service tools. To improve experiences and reduce call center demand, it launched the MX Helios mobile app, rated 4.9 stars in app stores. The app shifted interactions from phone to digital, freeing agents to focus on higher-value support and product recommendations. Over three years, call volume growth dropped from 8.8% to 1.5%, a 7.3% decline, while BECU prepared for further savings of $600,000 through login improvements like password reset and username recovery.

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