Table of Contents:
- Why Member Experience Starts with Employee Empowerment
- Breaking Down Data Silos with CRM + Jack Henry Integration
- Turning Data into Action: Intelligent Member Engagement
- Workflow Automation to Streamline Operations
- Keys to Successful CRM Adoption and Executive Buy-In
- Guided CRM Selection and Fast-Track Implementation
In this webinar, Solutions Metrix experts share how credit unions can boost ROI by integrating CRM with Jack Henry. Learn practical strategies to unify data, enhance member experience, and streamline workflows while staying true to your mission.
Created by Credit Union Experts — Perfected for Your Needs
Solutions Metrix has helped credit unions across the U.S. and Canada implement CRM solutions that honour the member-first mission while streamlining back-end complexity. This webinar gives you a hands-on look at our pre-built Symitar connector and how to make it work for you.
Most Valuable For
Chief Operations Officers:
Reduce friction across channels and departments
Chief Information/Technology Officers:
Integrate seamlessly with Symitar and optimize IT resources
Chief Lending Officers:
Automate lending flows and make decisions faster
VPs of Member Experience:
Personalize every interaction with real-time insights
VPs of Marketing/Strategy:
Launch campaigns powered by unified member intelligence
Speakers
Isabel Rios
Credit Union Specialist at Solutions Metrix
Former AVP of Member Experience, Generations FCU
“Your CRM is only as powerful as the data you put into it. That’s why it’s essential to understand what your core systems do well—and where they fall short.”
Vishal Chandrasekar
Lead – Center of Excellence in Operations
“It’s not just about connecting to Symitar—it’s about enabling CRM workflows that adapt as credit union needs evolve.”
KEY TAKEAWAYS
CRM Success Begins
With the Member Experience
Credit unions face increasing pressure to deliver seamless, personalized member experiences. The contact center and front-line teams, often burdened with siloed systems and clunky workflows, find it difficult to offer timely and relevant service. A CRM system becomes essential in centralizing interactions and empowering employees with the right data at the right time—reducing friction and improving satisfaction.
Operational Complexity
Requires Smarter Tools
As credit unions grow, their tech stacks become more complex—adding LOS, mortgage platforms, marketing tools, and more. This complexity often slows internal operations. A CRM integrated with Jack Henry helps consolidate these systems, streamlining communication and reducing inefficiencies without replacing the core infrastructure.
Jack Henry Integration
Amplifies CRM Impact
The integration between the CRM and Jack Henry core banking systems enables real-time visibility into member data, flags, interactions, and campaign engagement. Employees can easily view a 360° profile—including demographic, account, service, and marketing history—in one place. This empowers staff to personalize conversations, anticipate needs, and follow up with consistency.
Employee Experience
Drives Member Experience
One of the strongest messages was that improving employee experience leads to improved member experience. When staff can easily access member data, see ongoing requests, and handle follow-ups via automated workflows, they feel more confident and productive—leading to better service outcomes.
Implementation Timelines
Are Flexible—but Realistic
Thanks to pre-built integrations like the Jack Henry connector and packaged CRM applications, development timelines can be shortened to weeks. However, the real challenge lies in organizational readiness: mapping fields, training users, configuring processes, and ensuring cross-functional alignment. A realistic rollout often takes 2–3 months, depending on the credit union’s capacity and goals.
CRM Is Not Just for IT
or Leadership—It’s for Everyone
The CRM is not a tool solely for executives. Frontline staff, branch managers, contact center reps, and marketing teams all benefit. Role-based dashboards and workflows ensure every user sees only what’s relevant to them. Reporting can be tailored to measure KPIs across departments—making the CRM a central intelligence hub.