ScribeUp Case Study: Service Credit Union

3 min read

Erica Chiang

April 15, 2025

Background

Service Credit Union, founded in 1957 at Pease Air Force Base in New Hampshire, has grown to serve over 350,000 members with more than $5 billion in assets. With over 50 branches across New Hampshire, Massachusetts, and U.S. military bases in Germany, Service CU continues to provide innovative financial solutions to both military and community members.

Problem

Service Credit Union was looking for a sticky member feature that could help them identify and capture card primacy amongst their members. The key to securing card primacy lies in understanding and influencing payment behaviors, particularly around subscription and recurring bill payments.

"By proactively addressing the challenge of subscription fatigue, we strengthen our position as a trusted financial partner and demonstrate our commitment to member financial well-being." David Araujo, President and CEO, Service Credit Union

Subscription 360 embedded in Service Credit Union's Digital Banking Experience

Solution

In 2024, Service Credit Union integrated ScribeUp's Subscription360 as their comprehensive recurring bill management platform at the core of their digital banking experience. This strategic implementation was designed to enhance member acquisition and boost app engagement while delivering substantial financial advantages through:

Automated detection and tracking of recurring payments across both internal credit union accounts (checking, savings, credit and debit cards, and ACH) and external financial institutions.
One-click cancellation for 100+ of the most popular merchant recurring services
Personalized savings insights with recommendations for optimizing rewards and identifying refinancing opportunities.
Strategic cross-selling via contextual offers that help members consolidate external accounts with Service Credit Union.

"This partnership transforms how we build primary banking relationships. By embedding subscription management into our digital banking experience, we're helping members consolidate and optimize their recurring bills while establishing Service Credit Union as their primary financial institution." Tyler Kuhn, VP of Marketing & Digital Strategy, Service Credit Union

Results

ScribeUp's Subscription360 made an immediate impact after deployment, demonstrating exceptional performance metrics in its first month. The platform significantly enhanced member engagement while delivering tangible value through increased card usage and financial insights. Members quickly embraced the new functionality, producing compelling outcomes:

$62/Month in New Recurring Spend: The average activated member added $62/month in new recurring bills that were not previously paid with SCU cards before activating Subscription360.
Detected an average of 9 recurring bills with a total of $1,470 per month, per member.
Helped 60% of users discover a bill they were unaware of prior to using the tool.
Enabled members to save an average of $240 per year through one-click cancellation of unwanted subscriptions.
Identified refinancing opportunities for over 40% of users, increasing access to lower rates.
20% Untapped User Opportunity: Even among members with zero recurring bills on their Service Credit Union cards, 20% actively connected external accounts to discover and manage their subscriptions - showing strong engagement from typically hard-to-reach users.

User Testimonials:

★★★★★ "This is a great service. All subscriptions in one place."

★★★★★ "Caught and canceled some subscriptions I didn't even know I had!"