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Navy Federal Uses Software Analytics to Drive Service-Boosting Decisions

MERRIFIELD, Va. -- Navy Federal Credit Union is now using sophisticated tech tools to get detailed feedback regarding individual members--about 150,000 so far this year.

By Marc Rapport | Updated on October 14, 2008

MERRIFIELD, Va. — Navy Federal Credit Union is now using sophisticated tech tools to get detailed feedback regarding individual members–about 150,000 so far this year.

Findings from the predictive analytics and data mining software from SPSS Inc. have helped the world’s largest credit union decide to, among other things, offer unlimited free online bill pay, boost staffing at its call centers and embark on an aggressive brick-and-mortar expansion.

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