The Organization
Founded in 1936, Pacific Service Credit Union is a full-service financial institution with more than $1.3 billion in assets, serving nearly 70,000 members across 12 counties in Northern California.
The obstacles
Enhancement cycles stretched for months, and new capabilities often arrived after member expectations had moved on. Mobile and online banking lacked parity, driving a disproportionate share of contact center complaints, while maintenance and regression testing consumed resources needed for strategic priorities.
The mission
Pacific Service CU wanted a digital banking platform that could keep pace with its members—and a partner that could help it evolve. Digital banking is the credit union’s number one delivery channel, and leadership was committed to making it fast, consistent, and frictionless across every device.
The Solution
Pacific Service CU chose Lumin Digital for its cloud-native architecture, built for continuous delivery and long-term agility, its weekly releases that replace months-long regression cycles, and its cross-platform consistency, the same high-quality experience on iOS and Android, backed by a proactive strategic partner, not just a technology vendor.
The RESULTS
$66K
average balance for highly engaged digital banking users
6 months → weekly
release cycles from prior vendor to Lumin
95.5%
annual retention rate for engaged digital banking users
3 FTE → 1–2
testers needed for digital banking updates
56% → 67%
mobile-only digital banking users (January 2024 to January 2026)
90%
of Gen Z members bank exclusively on mobile
“Our teams are genuinely proud of the platform they’re recommending. They know it performs, they trust it, and that confidence shows up in every member interaction.”
— Michelle Shelor, Chief Experience Officer, Pacific Service Credit Union
