No more cookie cutter solutions. And put a branch in the member’s hands with mobile tools that allow the member to do pretty much anything he/she could do in a branch.
When Wildfire, a $900 million credit union in Saginaw Michigan, set out on its omnichannel journey four or five years ago it dreamed big, says Mark Schuiling, VP of technology.
A lot of the process was doing hard thinking about what the institution wanted to be and what it wanted to provide members. From the start, however, Wildfire knew its future would be digital and it also wanted to provide members with a unified consumer experience, not the fragmented experience many credit unions offer because they have pasted together solutions provided by third party vendors.
At $900 million, however, and with only three programmers, Wildfire also knew it had to carefully pick a vendor and a tool that would suit its budget and its internal skills.
About a year ago, the process turned serious and Wildfire went all in on its digital transformation, working with Backbase as its technology partner.
Listen up to the Backbase podcast, number 110 in this series.
This Wildfire podcast tells the story from the institution’s perspective and Wildfire candidly tells about its hopes, its challenge, and also why it now is going slow in the roll out of its omnichannel solutions to members (because it wants members to want the solution and to know they want it).
Listen up here.
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