First West Credit Union had a challenge that will be familiar to many community financial institutions. Like many larger credit unions, First West was formed through the merger of 4 smaller regional CUs. The mergers were welcomed by members, who gained access to more branches and a wider array of financial services.

But the mergers also created a complex back office with 4 core systems and nearly a dozen secondary systems performing CRM functions. It was difficult for First West staff to get a unified picture of members and their interactions with the organization.

First West selected Doxim® CRM as its enterprise CRM solution, to provide a single view of members across all divisions. To ensure success, a cross-departmental team first meticulously documented First West’s CRM strategy including goals for system rationalization and process harmonization, then ran a pilot program to ensure the system met everyone’s needs.

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