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    Is achieving digital success complex? It doesn’t have to be…. follow Access Credit Union’s journey with ASAPP

    December 12, 2019

    It is no secret that having first-class member experience is important for any credit union. The question we get asked by credit unions is ‘how can our organization achieve this level of member experience?’ Access Credit Union found the answer to this question when they partnered with ASAPP and Celero to digitally transform.

     

    Access Credit Union provides banking services, loans, and mortgages, investment service and business banking for over 52,000 members in Southern Manitoba.

     

    Marlin Froese, Vice President of Business Integration at Access Credit Union, spoke at the Celero DigitalX Conference, sharing his perspective on why “member experience is key to our success.”

     

     

    A path towards digital

    Froese says that “our members need to be able to do anything they can do in a branch, online.” To reach this goal, Access created a four-step strategy:

     

    • Embrace digital transformation – Consumer behaviour is driving an increase in digital adoption
    • Extend the experience digitally – Provide a digital choice for all transactions
    • Enhance the member experience digitally
    • Serve members with member-facing technology – if it’s easy for the member, it should be easy for credit union staff

     

    Making the right decision

    Access Credit Union knew they needed a strong partnership to execute on their strategy and evaluated multiple vendors in their search process. Because of their pre-existing relationship with Celero, Access was aware of their partner ecosystem, including with ASAPP Financial Technology. 

     

    ASAPP offers a complete omnichannel experience platform for the financial services, which includes account and lending origination, customer relationship management and business analytics.  

     

    Access chose ASAPP and Celero to lead their digital transformation because of the platform’s ability to integrate into their DNA core banking system, and ASAPP’s responsiveness during the evaluation process and deployment plan.

     

     

    The journey to transformation

    Access chose to pilot the ASAPP platform in a contained environment for three months, allowing for the team to make adjustments and workflow improvements, prior to integrating into their core banking system. Within three months of the pilot, the platform was fully integrated, deployed and marketed to members.

     

     

    Seeing the results

    Since implementing the ASAPP platform in June 2018, Access has seen the following results -- purely through the ASAPP platform:

    • 69 net new members
    • 33% of new members from Manitoba are outside service area
    • 59% of all new members are outside service area
    • Generated more new members than nine other branches
    • 286 new accounts

     

    ASAPP has enabled Access to reach new members they would be unable to serve before undergoing this digital transformation. In addition, Access has also been able to cut down on application completion time (taking 2.65 days to complete) and are implementing new processes to improve workflows and mitigate fraud risk.

     

    What’s next for Access?

    At the time of the Celero DigitalX Conference in early October, Access had just deployed small loans and lines of credit, and are working to increase limits on these loans. Access is also committed to reaching ‘same day’ turnaround on applications through this new technology. Finally, they are increasing staff awareness of the value the platform – not only with improving efficiency but creating a better member experience. 

     

    To learn more about how ASAPP can digitally transform your credit union to improve member experience, talk to your Account Executive.

     

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