From manual to automated: How Credit Union of America saved 260 staff hours annually

Overview

The Credit Union of America, headquartered in Kansas, is recognized for offering competitive rates and friendly service to its members. However, to improve efficiency, the credit union needed to streamline manual processes tied to collecting vehicle titles from auto loan holders.

Challenge

The existing process required the Title department to manually upload email lists each week and send reminders to members with missing titles. Staff had to perform the cumbersome process of spot-checking the data to ensure accuracy, and some members received more than six reminders. The campaign was effective in collecting missing titles but was time-consuming, repetitive, and inefficient.

Delivering friendly, helpful service doesn’t have to be so time-consuming. Our previous follow-up program required a lot of manual effort from multiple team members.”

Lindsay Magruder, Digital Marketing Manager

Solution

Credit Union of America leveraged the Digital Onboarding engagement platform to automate the vehicle title follow-up process. The program:

• Triggered up to six personalized email reminders for members with missing titles
  
• Automatically included details like vehicle make and model in the message
  
• Allowed members to submit title photos via email to stop further reminders
  
• Guaranteed that no member would receive more than six reminders

Results

By streamlining workflows and enhancing communication, the team achieved the following results:

• Saved 260 staff hours annually by eliminating manual list uploads and checks
  
• Reduced campaign setup time by 5 hours per week
  
• Provided a smoother, more consistent member experience with fewer redundant messages
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Impact

By digitizing the process, Credit Union of America freed up staff resources and eliminated inefficiencies while maintaining high-quality service. Automating the campaign enabled employees to focus on higher-value activities, reinforcing the credit union’s commitment to providing helpful, member-first service.

With the Digital Onboarding platform, we are thrilled to be helping our members while saving 260 hours annually!”

Lindsay Magruder, Digital Marketing Manager

Conclusion

Credit Union of America successfully transformed a cumbersome manual process into a streamlined, automated workflow. By using the Digital Onboarding engagement platform, the credit union collected missing vehicle titles more efficiently, saved staff time, and improved the member experience.