WSECU creates frictionless, always-on banking for members
In 2017, Washington State Employees Credit Union (WSECU) sought to modernize its digital services to meet evolving member expectations. Partnering with Backbase, they replaced siloed legacy systems with the Engagement Banking Platform, creating a seamless, high-quality experience across all channels. This transformation boosted member satisfaction and positioned WSECU to thrive in a rapidly advancing digital landscape.
- Bank typeCredit union
- JourneysDaily banking, Onboarding, Managed hosting
- HQOlympia, Washington, USA
- Size$5bn in total assets
Goals & challenges
WSECU faced siloed systems, slow feature rollouts, and rising member expectations for seamless, secure digital services. To address these, they set out to build a flexible, omni-channel experience while retaining control of their technology stack — transitioning to an agile, digital-first model designed to adapt quickly to evolving member needs and industry demands.
Solution
The credit union partnered with Backbase to turn vision into reality, using a composable platform that lets them control their front-end experience. By uniting online and mobile banking into a seamless omni-channel solution, WSECU improved services, elevated member experiences, and streamlined processes, fostering consistent, member-focused progress.
Results
WSECU’s implementation of the Backbase Engagement Banking Platform resulted in measurable improvements across key areas, transforming how the credit union serves its members.
165,000 members
migrated seamlessly with minimal service disruption
700,000 transactions
achieved in a single month, boosting digital engagement
+39%
increase in registered mobile users
+19%
increase in monthly active users
Greater efficiency
Unified platform enables faster feature rollouts
Secure access
Delivered reliable, flexible digital services for all members.
It can be such hard work to make big changes. We knew we had to stay focused on the goal to deliver members a more seamless, uniform way for them to manage their money. The state-of-the-art solutions, agile way of working and level of experience we got with Backbase has set us up to be able to provide that to members for years to come.
Ben Morales, Chief Technology & Operations Officer of WSECU
