SELCO and Idaho Central Credit Unions Partner with Eltropy to Enhance Member Experience
December 3, 2019
For Strategic Link partner, Eltropy, 2019 has been a big year. Recently, two Northwest credit unions – SELCO Community Credit Union and Idaho Central Credit Union – onboarded the company’s texting service, adding a new way for members to communicate with their credit unions.
With Eltropy, the credit unions can now authenticate a member via text, securely receive and send documents, store documents, and resolve member issues.
SELCO, headquartered in Eugene, Oregon, saw an opportunity to add a faster, more responsive communications channel, enhancing the member experience. After exploring the options available, SELCO chose to partner with Eltropy because of its ability to message directly with individual members, to groups, and send and receive encrypted documents.
“Members want quick service wherever they go,” said Sarah Means, SELCO’s Loan Center Manager. “Eltropy is easy to navigate and a great use of technology to move our company forward and stay competitive.”
Anecdotal evidence already suggests that in just six weeks, SELCO has seen improvements in its member response time and engagement levels.
“Team members reported that text communication was faster, and they were able to move through the process easily, and deliver value quickly,” said Means. “Loan officers are thrilled at the opportunity to text with members and already have witnessed great results.”
SELCO plans to continue building on its text messaging capabilities, with the goal of offering texting as a primary member-communication channel, giving the credit union another way to stand out in a crowded marketplace.
“Members tend to favor the lender who is most responsive to their needs, and we’ve accomplished this with a solution that is both intuitive and well supported,” said Means. “Eltropy lets us communicate more quickly and securely with members, which has increased our value proposition compared to our competitors.”
Idaho Central Credit Union, headquartered in Chubbuck, Idaho, was looking for the ability to text members directly from within their customer relationship management software, Salesforce. This would enable credit union employees to use a familiar platform to communicate with members on the channel they prefer – texting.
Strategic Link connected ICCU with Eltropy, and following a product demo, Eltropy’s text messaging platform stood out.
“Once we started comparing different providers with Eltropy, we loved their dedication and personalized service,” said Michelle Young, Product Owner at ICCU.
Eltropy CEO and Co-founder, Ashish Garg, said implementing Eltropy’s texting solution within a credit union’s existing information technology infrastructure is straightforward.
“Our platform’s compatibility with the existing credit unions’ systems provides a clear advantage compared with other text messaging solutions in the market,” he said.
ICCU was impressed with how simple it was to onboard and take Eltropy’s product live. Being committed to comprehensive training when deploying its platform, Eltropy worked directly with the ICCU team to provide them with web-based and in-person trainings – taking them live with all available product enhancements and custom workflows in just six weeks.
“Eltropy went above and beyond our expectations to ensure a seamless rollout,” Young said.
Shortly after launching Eltropy in August, ICCU saw a decrease in the amount of time it took to verify the identity of a member.
“Credit Unions are benefiting from a breakthrough year for Eltropy,” said Jason Smith, VP of Strategic Resources. “With their commitment to delivering an outstanding product, coupled with offering industry-leading service and support, it is no wonder they are receiving such rave reviews.”
ICCU is looking to expand Eltropy services to its entire call center and to all teams using Salesforce. This is a cost-efficient solution that will speed up member communications and allow the credit union to focus on resolving members’ issues in real-time.
Young is looking forward to building on ICCU’s relationship with Eltropy and rolling out more features in the future.
“We have barely scratched the surface,” Young said. “And it’s already made a huge difference to our call center and for our member relationships. Eltropy is more than a vendor — they are a business partner. We are excited to be on this journey with them.”