Headquartered in Jacksonville, Florida, VyStar Credit Union has built a strong reputation in a competitive financial landscape. To maintain its position as an industry leader and effectively serve its members, the credit union relies on a robust and dependable technology infrastructure. However, managing technology vendors can present significant challenges, especially when system availability is on the line.

VyStar Credit Union recognizes the critical importance of a partner that is not just a provider, but also a deeply integrated and responsive collaborator. The credit union had experienced challenges with other vendors, citing instances where critical issues arising in the middle of the night could take four to five hours to establish contact with a support person. This level of unpredictability created operational risk and diverted focus from the credit union's primary mission.

For VyStar Credit Union, the value of its long-standing relationship with FIS extends beyond a suite of products: it is rooted in the exceptional customer experience and personal interaction.

This close-knit collaboration is maintained through a structured and consistent communication cadence. The teams meet weekly to review open tickets and project requests, ensuring both organizations are always synchronized. This alignment allows for the seamless integration of new FIS products by coordinating schedules effectively. The relationship is further strengthened by quarterly business planning meetings that include the sales executive and Customer Success Manager (CSM), enabling FIS to understand VyStar Credit Union's strategic initiatives.

The support from FIS has proven to be transformative. The personal relationship with the CSM means that help is always just a text or email away. This responsiveness provides invaluable peace of mind.

Recounting a difficult experience with another vendor, Peter remarked, "If this were a problem with FIS, we'd all be sleeping right now because I would have had this fixed in 10 minutes."

By consolidating services with a single, trusted partner, VyStar Credit Union has simplified its technology ecosystem, with FIS® AffinityEdge at the center. "The more tightly we integrate our FIS products, the better off that we are," Peter explains. This approach allows the credit union to concentrate on its strategic goals and member services, confident that the underlying technology is expertly managed. "It allows us to focus on our business and not the technology so much."