SC Federal CU: A Tent Business Revival
Tuesday, February 12, 2019
NORTH CHARLESTON, SC – An electrical issue sparked a small fire in South Carolina Federal's Goose Creek financial center on January 14, 2019. The location is one of the highest trafficked and performing within the organization.
After review by the South Carolina Federal facilities team and professional restoration teams, it was deemed that the financial center would be temporarily uninhabitable.
Faced with the prospect of closing the financial center for four days preceding a holiday weekend, the South Carolina Federal team sprang into action.
In a matter of hours, a 20 x 45, clear-sided tent was erected on the parking lot of the existing facility. The IT team equipped the staff to provide full service to members, while human resources worked with employees to secure schedules and the marketing team began alerting members of a change to the service model. Many departments worked quickly, and in unison, to maintain business continuity despite the repairs underway indoors.
The tent was adorned with live plants and tables to provide a more hospitable atmosphere. For two days of the closure, the credit union even provided a full catered lunch for staff and members to make the most of the situation.
The quick improvisation was a twofold win. Members were able to have their financial needs met without interruption and employees were able to adhere to their regular working schedule in a safe and pleasant environment.
From a balance sheet perspective, the Goose Creek location initiated 30 loans from their alternate location and surpassed their $1m goal for the month. All of this was achieved while maintaining an NPS score of 88% without any comment of inconvenience.
The days of January 16th through 23rd are a solid testament to the role of business continuity and in the moment action to not let a small fire spark a credit union meltdown.