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Testimonials

Generations Federal Credit Union Insights: Elevating Member Experience

Published on November 9, 2024

Generation Federal Credit Union, white logo

Home / Testimonials / Generations Federal Credit Union Insights: Elevating Member Experience

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How Generations Federal Credit Union transformed their member experience and enhanced operational efficiency with a CRM solution

ABOUT THE CUSTOMER

Generations Federal Credit Union (Generations FCU) is a long-standing financial institution based in Texas, with over 80 years of service to its community. Founded in 1940 by a group of local firefighters, the credit union has grown from humble beginnings to provide a wide range of B2C financial services online and in 7 thriving retail branches to around 50,000 members.

Backed by its 200 employees, Generations FCU focuses on supporting the financial well-being of anyone who lives, works, worships, or volunteers in the community it serves. 

Summary of the project

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.

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Wendy Albers, SVP of Member Experience at Generations FCU

“Solutions Metrix provided good project management for our current implementation but has been great in offering suggestions and best practices and help us to understand things that we really don't even know to ask sometimes.”

Wendy Albers
SVP | Member Experience from Generations Federal Credit Union 

LEARN ABOUT

  • Challenges Generations FCU faced before the CRM implementation
  • Impact of challenges on day-to-day performance
  • Why the company decided it was the right timing for the CRM project
  • Business capabilities and strategic objectives supported by CRM
  • Experience with Solutions Metrix consulting process

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