Ranked as one of the Best-In-State Credit Unions by Forbes in 2022, Mission Federal Credit Union (Mission Fed) is known for its focus on community and long history of serving San Diego County. With 34 branches located across San Diego, Mission Fed has grown to its current membership of 280,000 with $6 billion in assets. As a full-service financial institution, Mission Fed succeeds by enriching the lives of the people it serves – while providing a superior member experience.
When it came time to create a new, more powerful marketing program to meet their members’ needs, Mission Fed chose Origence arc MX (previously Intuvo Marketing Automation).
It’s about more than keeping up with demand…
“The move to Origence arc MX was born out of a need to connect with our membership during the lending process,” said Vince Nowicki, chief lending officer of Mission Fed. “In 2012, like a lot of lenders, we had tons of loans coming in the pipeline and not enough people to get together with the members in a timely fashion.”
With high demand and a manual communication process, Mission Fed needed additional support to optimize and refresh its outreach strategy. To meet the needs of its members, Mission Fed required a solution that could handle outbound calling, automate key messaging, and maintain communication for long-term members. Existing Mission Fed team members needed ways to hold multiple conversations simultaneously to prevent opportunity from slipping away.
“With Origence arc MX we were able to gradually add all of those capabilities. Origence came in and really helped us smooth out the edges,” Nowicki added.
Optimizing processes makes way for innovation
Through the use of arc MX, Mission Fed enables internal teams to maximize their time with members by automating key outreach initiatives. What began as a simple ‘loan status’ campaign has evolved into a vast assortment of external communication, including new member onboarding, periodic touchpoints for current members, and product release announcements for automotive partners.
“Origence arc MX has become instrumental for not only introducing new products but for keeping our products top of mind and generating revenue based on those interactions,” Nowicki said.
With the automation provided by arc MX, Mission Fed’s teams are able to continually leverage new opportunities for members. Members receive an attentive and personalized experience that prioritizes their needs in relation to their finances. By implementing the right tools and support from arc MX, Mission Fed’s team can start more conversations, make genuine connections, and ultimately sustain a better experience for their members.
Ongoing support and opportunity
Mission Fed has been working within the Origence arc MX platform for over ten years. Throughout many changes and updates, what has remained most consistent for Mission Fed is the exceptional service and support from the Origence team.
“Origence arc MX has exceeded all of our short- and long-term goals,” said Nowicki. “In addition to its low cost and flexibility, we have had a great, and I mean great, support team. They have been very responsive to our needs, providing a high level of service, and we have experienced almost no downtime. I wouldn’t trade the Origence team for the world.”
Nowicki noted the frequent and strategic communication from the Origence team is a major contributing factor that has kept Mission Fed with arc MX over the years. In a market where many CRMs offer similar services, arc MX stands out, particularly when it comes to customer service. Mission Fed benefits from regular scheduled check-ins with the Origence team to discuss strategy, develop ideas, and plan for future success.
Mission Fed’s marketing team has also started taking advantage of arc MX and were impressed by the platform’s ease of use and overall campaign performance compared to other marketing automation platforms in the marketplace.
As a credit union service organization (CUSO), Origence works to meet the needs of credit unions and their members. Take advantage of tools and solutions aligned to fit your credit union’s mission. Learn how to make better connections with internal teams, partners, potential members, and existing members. Request a demo today.
