How to convert members to digital during a pandemic

Iterative changes drive digital growth at Truliant and Canvas credit unions.

It’s hard to identify many positive outcomes from a deadly pandemic, but enterprising credit unions are taking the opportunity to refine their digital offerings and expand their reach.

Moving existing members into less-costly delivery channels has long been a strategic goal for many financial institutions across the United States. To determine best practices for turning existing members into first-time digital users, Callahan & Associated dove into the data to identify cooperatives that have increased both membership and digital usage during the pandemic.

Truliant Federal Credit Union ($3.2B, Winston-Salem, NC) and Canvas Credit Union ( $3.1B, Lone Tree, CO) have both re-opened their lobbies, but they are continuing to refine the digital experience they offer their member-owners.

 

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