The Organization
SELCO Community Credit Union’s mission for 90 years has been to improve its members’ social and economic positions. SELCO invests heavily in personalized service, offering tailored accounts and educational resources for every need and financial stage.
The Mission
SELCO wanted to create an exceptional user experience via six digital strategies for both consumer and business members:
- Omnichannel delivery
- Journey mapping
- Deep integrations
- Mobile-first design
- Extensibility via SDK and APIs
- Leveraging member data
The Obstacles
The credit union’s legacy digital experience was outdated and fragmented with separate platforms for consumer and business accounts. Additionally, the slow pace of change and need for staff to “fight fires” instead of innovating impacted morale and efficiency.
The Solution
SELCO chose Lumin Digital’s cloud-native platform to offer equivalent mobile and online experiences, seamless card management integration, and a 360° view of a member’s entire relationship with a single login.
The Results
4.8
app rating post-Lumin launch vs 2.4% previously
471%
increase in card control registration and adoption over the first two years since integrating card management
275%
increase in digital card activation after rollout of Next Best Action banner
76%
conversion rate to CPI after automated reminders
E-statement
penetration has increased from 56% of all membership accounts to 64%
“The weekly enhancements help us overcome one of our biggest challenges: meeting our members’ continually changing preferences and expectations.”
— Jen Shefner, AVP of Digital Services, SELCO
