Customer Success Story | Telhio Credit Union

Jenna Trott

5 min read | SEPTEMBER 8, 2022

About Telhio Credit Union

Beginning as a credit union for Columbus Telephone Company employees, Telhio Credit Union was founded in 1934, and has continued to be a strong and stable financial institution in central Ohio. Telhio Credit Union is a not-for-profit, full-service financial institution cooperative, meaning all their members are owners and can expect to receive high-quality financial services to meet all of their needs. From humble beginnings as a credit union for Columbus Telephone Company, it expanded into what it is today thanks to the vision of their committed board of directors and management staff. Telhio Credit Union continues to serve all who live, work, worship and attend school in Central and Southwest Ohio, as well as Select Employer Groups (SEGs) across a variety of industries.

Challenges

Over the last six years, Telhio Credit Union experienced rapid growth, and while their security and infrastructure had evolved alongside it, the core systems did not. Critical information and data was fragmented across several separate systems, including: Fiserv DNA, LOS, Meridian Link, SageWorks, OnBase, and Encompass. Ultimately, this resulted in the inability to retrieve accurate and comprehensive reporting, and pipeline management became increasingly laborious. Perhaps the most concerning conflict they ran into however, is the way their complicated core systems negatively impacted the client experience. As a trusted and esteemed credit union, Telhio knew they needed outside assistance to help rectify the challenges they were facing.

Solution

To address the series of challenges faced by Telhio Credit Union, Access Global Group implemented Salesforce solutions that aligned with the goals they wanted to achieve. This included implementing the commercial lending, mortgage application, and consumer module of Financial Services Cloud to create a single source of truth for client information that the Telhio staff could leverage. In order to re-establish customer centricity, AGG implemented and configured Marketing Cloud so the Telhio team could develop hyper-personalized customer journeys across email, mobile and advertising – creating a more seamless experience across marketing and sales. Finally, Apisero, in close partnership with AGG, is implementing Mulesoft to unify data and create a more centralized view of client information, enabling more seamless reporting and business process automation.

Results

By utilizing the power of Mulesoft, the Access Global Group Team was able to seamlessly integrate and unify data from all legacy systems to create a single source of truth for Telhio Credit Union employees. In doing so, client-related information has become easily accessible and manageable, ensuring that reps have access to the most critical information when they need it most. This has the added benefit of simplifying customer journeys; reps have the ability to build upon notes and client activity that occurs within Salesforce’s Financial Services Cloud to create a more seamless and expedited experience for clients. Superior automation capabilities simplify client follow-ups by defining rules across the client lifecycle. This worked to eliminate critical gaps in communication between clients and the Telhio team – placing the client back at the center of their efforts. Finally, synced customer data helps to hyper-personalize recommendations for clients and enables the sales team to effectively upsell related products. In the end, Telhio Credit Union saw significant simplifications in the way they sell to, support and manage their clients.

Why AGG?

Your satisfaction is our number one priority. Our unique project methodology of customer centricity allows us to provide intuitive solutions that are uniquely catered to your organization’s needs. Through strategic planning and thoughtful implementations, we’ll work to streamline your work processes and be there to provide ongoing support every step of the way.
The Access Global Group team is thankful to have worked with such a wonderful organization and are wishing them luck in their future endeavors. Want to learn more about how Salesforce can help your organization? Click here to set up a meeting.

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