The Organization
With nearly 90 years of history, Citadel Credit Union serves more than 260,000 members across the Greater Philadelphia, PA area.
The Mission
Citadel’s aim was to evolve its member experience through accessible, convenient, and innovative solutions while maintaining a stable and reliable banking platform.
The Obstacles
The credit union’s previous platform struggled to keep up. Long development queues, missed deadlines, poor integration of third-party solutions, and unresolved support tickets created a disjointed user experience and internal frustration.
The Solution
Citadel selected Lumin Digital to take its digital banking capabilities into the future with Lumin’s future-ready tech stack, weekly releases with no downtime, superior user experience, and more robust capabilities.
The Results
30%
Growth in digital cross-sell solutions
20 points
Increase in Net Promoter Score (NPS)
84%
Chatbot containment
rate
1x/day
Average logins
per member
“It was the smoothest rollout I’ve been part of in my 26 years in the credit union industry. I was genuinely shocked, but in the best way possible.”
— Courtney Rowan, Chief Digital and Transformation Officer, Citadel
