94
Member NPS
68%
Digital Adoption
71%
Faster Loans
$2.8M
Cost Savings
Client Overview
Organization
Community-focused credit union
Assets
$1.2B in member deposits
Members
87,000+ member households
Branches
14 branches across 3 counties
Project Duration
20 weeks
The Challenge
- 1Legacy banking system with limited member insights
- 2Manual loan application processing (14-21 days)
- 3Branch-only service model limiting growth
- 4Poor mobile and digital experience
- 5No proactive member engagement
- 6Limited cross-sell visibility
Our Solution
Modern digital banking platform built on Salesforce FSC
Salesforce FSC for Credit Unions
Member-centric platform with 360° household view
Digital Loan Origination
Automated workflows from application to approval
Member Engagement Hub
Proactive outreach and personalized communications
Mobile Member Portal
Self-service capabilities and account management
Measurable Results
Significant improvements in member satisfaction and operational efficiency
Metric
Member Net Promoter Score
Before
52
After
94
+42 points
Metric
Loan Processing Time
Before
14-21 days
After
4-6 days
71% faster
Metric
Digital Channel Usage
Before
23%
After
68%
+45%
Metric
Cross-Sell Rate
Before
1.8 products/member
After
3.2 products/member
+78%