Friday, 07 December 2018 12:00

CUA claims Australia-first with chat app launch

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CUA claims Australia-first with chat app launch Image courtesy of Farbenetek at FreeDigitalPhotos.net

Australia’s largest credit union, CUA, has claimed first-mover rights with the launch of a new chat app which allows users to select a personal banker to assist with their banking and insurance needs.

CUA says the iM CUA app — "the first app in Australia to allow users to select a personal banker" — unveiled on Friday, has been rolled out across compatible Apple and Android devices, just in time for Christmas and the summer holiday season.

Chief executive Rob Goudswaard said, “This app is a great option for members wanting to avoid queuing at a branch or waiting on the phone to chat to someone about their banking or insurance in the frantic weeks leading up to the festive season.

“For those members heading away on holidays, whether it’s within Australia or overseas, they can have peace of mind they’ll be able to chat to a CUA personal banker from wherever they are – whether they’re lazing on the beach, camping with the kids or jetting off to Hawaii. And once you’re set up, iM CUA is a convenient option at any time of the year.”

Goudswaard said what differentiates iM CUA from other instant messaging apps in the financial industry is the ability for members to select their own personal banker who gets to know them and supports them with their banking and insurance requirements every time they use the app.

“iM CUA is different to other banks that have chat-based apps in that it’s the only app in Australia where you know you are chatting to the same personal banker every time you log on – they get to know you and you can build a more personal connection,” Goudswaard said.

“It offers the convenience of modern technology with a distinctly human touch.”

The iM CUA app is the member-owned organisation’s first initiative delivered from CUA’s collaboration with Pivotus, an international collaboration with leading banking providers including US West Coast bank Umpqua and the Netherland’s de Volksbank.

US digital banking specialist Kony Inc — the provider of CUA’s new mobile banking platform — announced in October it had acquired Pivotus.

CUA says the alignment of its two CUA partner organisations could potentially pave the way for exciting opportunities around integrating CUA’s mobile banking and iM CUA apps in the future.

CUA members can download the app from iTunes or Google Play to a compatible Apple or Android mobile device, register and then choose a personal banker who can assist with a task as simple as increasing their daily transaction limit or applying for a new CUA product.

“Members log in to the app using their member number and alphanumeric Web Access Code, just as they would when they access CUA’s online banking or mobile banking app. We use industry standard security protocols to encrypt messages that are exchanged between a member and an iM CUA personal banker, so members can have confidence that their The rollout follows a successful trial with around 2,500 users on Apple devices," Goudswaard said.

“We’ve had positive net promotor score results throughout the pilot. At the end of June 2018, a survey completed by iM CUA users returned an overwhelmingly positive NPS, with 66% of respondents saying they were likely to promote CUA to others.” 

Goudswaard said the service means CUA members now have a wider choice in the way they engage with the organisation, in addition to existing digital and physical touchpoints like mobile banking, online banking, visiting a branch or calling the contact centre.

“Non-members who want to have the convenience of iM CUA can visit cua.com.au to find out how to become a member in less than five minutes, using our quick and easy online account opening.”


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Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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