Strong communication supports a smooth conversion for a New York credit union

Corning Credit Union’s online and mobile banking conversion in early 2019 topped off 12 months of careful communication.

For the past several years, Corning Credit Union($1.5B, Corning, NY) has been thinking about its future. In particular, the credit union has been working on a digital strategic plan to better serve members in the channels they most use.

After an assessment more than two years ago, Corning recognized its then-mobile and online banking provider wasn’t suited for the credit union’s long-term plans. At the end of 2017, the credit union set out on a 12-month RFP process in search of a provider that would help the cooperative upgrade the look and functionality of its technological experience and continuously evolve its features and functionalities in the years to come.

After signing with Alkami, Corning kicked off a yearlong implementation process that culminated in a January 2019 go-live date. The scale and potential for disruption the conversion presented meant communication would be integral to a successful rollout, so the credit union created a formal team to run a three-pronged outreach strategy.

“Our biggest fear was that we would get to go-live and members would be shocked we were making a change,” says Stephanie Carl, director of marketing and digital experience at Corning. “We wanted no surprises.”

 

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