Generations Federal Credit Union Insights: Elevating Member Experience

As Generations Federal Credit Union sought to enhance their member experience and operational efficiency, they faced challenges with fragmented data systems and inefficient front-line processes. To address these issues, they partnered with Solutions Metrix for a comprehensive digital transformation.

Solutions Metrix customized the CRM (Customer Relationship Management) solution to create a central repository that unified member information across multiple systems. This integration allowed for better data analytics, performance reporting, and a seamless, end-to-end member experience. Additionally, the implementation automated and standardized key front-line processes, including member authentication, communication, and request follow-up, empowering employees to focus on member interactions rather than navigating disparate systems.

The CRM solution also enabled the marketing team to execute hyper-segmented campaigns, overcoming data synchronization issues between the standalone marketing tool and the core banking system. This integration facilitated more meaningful and impactful communication, ultimately enhancing member engagement.

Solutions Metrix played a key role in ensuring the success of Generations FCU’s digital advancement project through expertise in CU consulting, user adoption, change management, and implementation best practices.