Avoka enables First Tech Federal Credit Union to digitize account openings for more than 40 products
Award-winning credit union leverages Avoka transact as part of Omnichannel member engagement system
DENVER, CO (September 25, 2018) — Avoka, the leader in digital customer acquisition journeys in banking, announced today that First Tech Federal Credit Union, the nation’s premier credit union serving technology companies, has successfully deployed an omnichannel digital platform, using Avoka Transact to create an enhanced member experience for over 40 of their products. The system was designed to enhance service and efficiency for both existing and prospective members, minimizing the input required from applicants to create a more efficient application process.
The award-winning credit union began an initiative to enhance their member experience when applying for new accounts and services, reduce application abandonment rates, and reduce the amount of time required for members to fill out applications. Internally named “Omnichannel 2.0,” the system uses Avoka Transact – a customer engagement platform, purpose-built for banking customer journeys – to capture customer input and drive opportunities in the Salesforce CRM, while pre-filling customer forms from Salesforce and core systems data to minimize input by members and employees.
Omnichannel 2.0 now supports 47 different account openings, including deposit accounts, home loans, vehicle loans, personal loans, credit cards, and insurance inquiries. First Tech’s Avoka Transact-powered applications allow them to easily deliver omnichannel customer acquisition experiences, which enable credit union members to start a product application in one channel and finish in another, or at a later time, with no information lost and no need for login or password creation.
Application abandonment is a challenge for banks and credit unions trying to sell new products and affects the bottom line; an easy and seamless omnichannel experience for credit union members and bank customers is vital to increase conversion rates and revenue. In the initial weeks after launch, an overall completion rate of 65 percent was achieved, far surpassing industry norms in the range of 20 percent. Additionally, using Avoka’s Insights analytics capability, First Tech measured reductions in the time required for members to complete account opening applications in the range of 50 percent.
“The launch of our omnichannel platform has been transformational for us,” said Mike Upton, chief digital officer at First Tech Federal Credit Union. “The new platform helped enable 2,379 applications from all channels go through one platform in the first week. As a result of the new, frictionless member-centric designed systems our new application completion rate is at 65 percent. Industry studies place completion around 30 percent for deposits, and 10 percent for loan applications – so we are delighted with our results. We could not have achieved this without Avoka Transact.”
“The results speak for themselves; the First Tech application completion rates are at 65 percent, way over the industry average, and the huge time improvements for completing applications, which means more applications are being submitted, are unheard of,” said David Gaydon, general manager, Avoka North America. “As far as we can tell, no community bank or credit union in North America has as many product applications available online as First Tech Credit Union. The credit union is a leader in omnichannel account openings and onboarding and serve as an example to the rest of the financial services industry,” Gaydon added.
Avoka creates customer acquisition and onboarding journeys in financial services, government, and other industries. For account opening, lending applications, and business onboarding, Avoka Transact creates outstanding experiences that accelerate customer acquisition and time to market. Avoka was founded in 2002 and has digitized over 100 million transactions for 150+ global clients. Avoka is based in Denver, CO; London, England; and Sydney, Australia.
About First Tech Federal Credit Union
First Tech Federal Credit Union is a $12+ billion institution headquartered in San Jose, California. It is the nation’s premier credit union serving the world’s leading technology-oriented companies and their employees, including HP Inc., Hewlett Packard Enterprise, Microsoft, Agilent, Intel, Cisco, Amazon, Nike, Intuit, Google, and more. First Tech is recognized as the industry catalyst for delivering effortless banking experiences to more than 520,000 members through its 42 branch locations, more than 5,600 CO-OP Shared Branch locations, 30,000 CO-OP Network ATMs, and online platforms. First Tech offers a full range of financial services, including traditional banking, online banking, mortgages, financial planning, various consumer loans, and insurance services. Federally insured by NCUA. Equal Housing Lender. For more information, visit https://www.firsttechfed.com.