First West Credit Union had a problem that will be familiar to many community financial institutions. Like many larger credit unions, First West was formed through the merger of four smaller regional CUs. The mergers were welcomed by members, who gained access to more branches and a wider array of financial services.
But the mergers also created a complex back office with four core systems and nearly a dozen secondary systems performing CRM functions. It was difficult for First West staff to get a unified picture of members and their interactions with the organization.
First West selected Doxim CRM as its enterprise CRM solution, to provide a single view of members across all divisions. To ensure success, a cross-departmental team first meticulously documented First West’s CRM strategy including goals for system rationalization and process harmonization, then ran a pilot program to ensure the system met everyone’s needs.
Now, following this successful pilot program, the solution has been rolled out to 1100 users, providing them with a central location to record member interactions and track referrals. Doxim CRM empowers First West users at all branches and locations, across all lines of business, to provide a consistent, high quality advisory experience.
Does First West’s back office situation sound painfully familiar to you? To learn more about how the First West team achieved their successful CRM implementation, start by reading our press release here.
Then, if your legacy back office systems are compromising your member experience but a total core modernization project is out of reach, why not explore how Doxim CRM can be used for system unification? Book a personal demo with a Doxim expert today, and we’ll talk you through how it works.