Delivering connected, personalized banking for over a million members
Overview
One of America's largest federal credit unions, serving over a million members worldwide with award-winning financial products, recognized that their legacy systems were creating friction in the member experience. They sought to enhance service delivery while preserving the personalized approach that differentiates credit unions from conventional banking institutions.
They partnered with us to transform its technology foundation, modernizing operations with Salesforce Financial Services Cloud. Anchored in HCLTech’s Total Experience approach, the transformation unified member, employee and operational experiences into a seamless ecosystem.
The Challenge
Legacy systems were standing in the way of growth and modern member service:
- Limited platform flexibility: Outdated applications couldn't adapt quickly to changing member needs and financial service requirements
- Inconsistent omnichannel experience: Disconnected systems created fragmented member journeys across mobile, web and branch interactions
- Development constraints: Legacy architecture slowed the introduction of new features and services that members increasingly expected
- Mobile experience limitations: Existing interfaces weren't optimized for the mobile-first approach that modern financial consumers demand
- Integration complexities: Challenges connecting with downstream applications complicated the creation of seamless financial service experiences
The credit union needed a transformative approach that would enable it to deliver exceptional member experiences while improving operational efficiency and accelerating innovation at scale.
The Solution
HCLTech collaborated with the credit union to design and implement a comprehensive Salesforce Financial Services Cloud implementation, focusing on:
- Full process migration: Transitioned banking, lending, mortgage and insurance functions from legacy platforms to Salesforce
- Modern, intuitive UX: Designed using Salesforce’s Lightning Component Library for mobile-first, modular design
- Agile DevOps enablement: Automated testing and continuous deployment for rapid innovation delivery
- Agile DevOps transformation: Established continuous integration/continuous delivery pipeline with automated testing for rapid deployment of new features
- Comprehensive transformation: Modernized 339+ core business capabilities across the organization
- Unified Total Experience: Ensured a consistent, cohesive journey for both members and internal teams, blending automation with personalization
The result was a scalable, future-ready foundation for sustained growth and improved member engagement.
The Impact
The transformation delivered significant, measurable improvements to member experiences across the credit union's operations:
- 21% membership growth: Enhanced digital capabilities attracted new members seeking modern financial experiences
- 22% increase in digital engagement: Members embraced the intuitive interfaces and comprehensive service options, driving greater platform utilization
- 339 modernized capabilities: Comprehensive transformation created scalable, reusable components across digital banking services
- Accelerated product launches: Streamlined release management enabled faster introduction of new financial products and features
- Improved acquisition efficiency: Modern digital experience lowered member acquisition costs while improving return on investment
- Enhanced lifetime value: Structured sales processes and responsive service capabilities strengthened long-term member relationships
Beyond the Numbers
The shift from fragmented legacy systems to an integrated, intuitive platform created more accessible financial services that match members' digital expectations while maintaining the personalized approach that distinguishes credit unions.
The transformation's benefits extend beyond the credit union, which means that members of financial cooperatives nationwide can potentially benefit from similar experience enhancements, strengthening the entire credit union movement.
Celebrating Success
Our partnership with this federal credit union demonstrates how member-centric digital transformation can simultaneously enhance satisfaction, drive growth and strengthen competitive positioning against traditional banks.
As financial expectations continue to evolve, this modernized Salesforce foundation provides the agility for ongoing experience innovation enabling the credit union to respond quickly to emerging member needs while maintaining the trust and personal connection that members expect from their financial partner.
