North Shore Credit Union

With its head office in North Vancouver, NSCU has $1.8 billion in assets under administration and 12 branches in communities from Burnaby and downtown Vancouver to Squamish, Whistler and Pemberton.

Situation at a Glance

North Shore Credit Union (NSCU) was missing an opportunity to market to and provide service to their members because:

Members were only using the transactional banking site missing key marketing messages and service opportunities on their public website.
NSCU had no means of identifying and marketing to those members coming to its public website, as they were anonymous users.

Solution at a Glance

The MemberDirect Integrated solution features:

Integrated login – Merging online banking with the public marketing website to form one integrated website.
Pre-filled forms – Speeds up online transactions and personalizes the experience for members by not requiring them to fill out information the credit union already has, such as their name and contact information.
Secure messaging tools – One-to-many or one-to-one messages securely delivered to the member.
Direct interface to multiple mission critical back office systems, such as CRM or LOS.
View of mutual fund transactions and balances.

Results at a Glance

NSCU site ranked third in Canada by an independent research company
Improved communication and responsiveness to members using the secure messaging tool and integration into CRM
Enhanced member experience – a more personalized service with members now using a single site for all their online banking and website needs
Cost and resource savings
Ease of website updates and changes using the content management system
Planning for the future – NSCU has chosen a solution that will grow with them as their needs expand.

What's Next for North Shore Credit Union?

This is just the starting point for NSCU – they plan to take advantage of the advanced capabilities MemberDirect Integrated Services offers through:

Further CRM integration for more personalized service and communication with members
Other back-office system integration, such as LOS, to increase efficiencies and improve responsiveness to members
Channel transparency to enable members to choose their preferred method of interacting with NSCU.

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