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Watching a video on YouTube in 2011, Bill Arnold, Service Credit Union’s chief information officer, was shocked to see one of the credit union’s branches had caught on fire and gone up in flames in the middle of the night.

The next day, a Friday, he and other members of the $2.3 billion credit union’s hierarchy, including CEO Gordon Simmons, and the board of directors sorted through their options. One primary concern was deciding whether to send members to a shared branch, or continue to provide services at the damaged location, said Arnold.

However, given the extent of damage to the site, the latter possibility was quickly dismissed. At the same time, the closest other branch was almost 40 miles away, an unreasonable distance to expect members to travel, he noted.

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