Service 1st Federal Credit Union is based in Danville, PA, dedicated to providing personalized banking experiences to its members. With a strong community focus, Service 1st aims to offer seamless and efficient financial services while fostering member relationships. Established in 1975, the credit union has been serving its members for nearly 50 years and has grown to operate across 12 locations, offering convenient access to financial services for its expanding membership base.
Member and employee data were stored across multiple, standalone systems, making it difficult to access a holistic view of members.
Manual processes hindered collaboration between front-line and back-office teams, slowing down service delivery.
Without visibility into key performance metrics, Service 1st FCU leadership had limited tracking growth, and identifying areas for improvement.
The delays in real-time data made it challenging for employees to make timely and informed decisions. Relying on outdated or incomplete information prevented staff from proactively addressing member inquiries.
The limited wallet share tracking capabilities reduced visibility into both individual member activity and overall portfolio performance. Without clear insights, the organization struggled to implement targeted growth strategies.
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The primary objective was to enhance employee experience and boost productivity. As a result, the project achieved full user adoption, with 100% of employees successfully embraced Creatio.
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The Service 1st Federal Credit Union’s leadership gained immediate real-time insights, which allowed them to make strategic decisions firmly grounded in data.
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Employees can proactively manage member interactions during onboarding and servicing, strengthening relationships and making each experience feel tailored to their needs.
To address these challenges, Service 1st implemented Creatio CRM with integrations to Symitar (Core), LPL Financials, Member XP, and Active Directory for SSO, delivering a solution that optimized workflows and improved decision-making. The integration with Symitar enabled seamless data synchronization, reducing manual data entry and improving overall operational efficiency.
Consolidated member data, including demographics, financials, and interactions, into a single platform, eliminating the need for multiple systems. This 360-degree member view ensured all teams had access to key information, benefiting employees without core system access. By centralizing calls, emails, leads, and cases, employees could deliver a more personalized, responsive member experience.
Integrated workflows for ticketing and lead management improved coordination between front-line and back-office teams. Automating processes between Symitar and Creatio reduced manual data entry, minimized errors, and sped up issue resolution, improving service efficiency.
Real-time reporting and wallet share tracking provided leadership with deeper insights into financial performance, member engagement, and growth opportunities. Creatio’s advanced analytics enhanced Symitar’s limited drillable reporting, making data more intuitive and actionable for strategic decision-making.
Expanded CRM reporting capabilities empowered leadership to monitor key performance metrics and track growth trends more effectively. By integrating with Symitar, the CRM enhanced core banking data visualization, providing a more modern, user-friendly experience than Symitar’s built-in tools.
Implementing Creatio CRM provided Service 1st FCU with a powerful, member-centric solution that enhances both member experience and creating operational efficiency. Solutions Metrix played a pivotal role in ensuring the success of this digital evolution through our expertise in credit union consulting, system integration, user adoption, and change management best practices.
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