Indiana-based Interra Credit Union began in 1932 when seven local visionaries, along with businessman Edward Feiling, came together to form Elkhart County Farm Bureau Credit Union. Opening with just $19.50, that initial deposit has grown to $1.6 billion and is now known as Interra Credit Union. Interra has between 85-90,000 members, of whom approximately 50,000 bank online.
Interra Credit Union partnered with Lumin Digital to enhance its members’ digital banking experience. Candace Gleason, vice president of operations support, discusses the ease of partnering with Lumin Digital to create a new platform for members.
Challenges
Before engaging with Lumin Digital, Interra experienced many pain points, such as old technology, poor customer service, and lagging innovation. The organization saw the need to keep pace with rapidly evolving technology, especially to enhance the banking experience for its members.
Preparing for the Future
After deciding to proceed with modernization, the sales process began. “Sales experiences can be hurried, impersonal, and all about the close,” says Candace. “The sales process was smooth and personalized. Definitely different from other sales experiences. Lumin’s sales team took the time to truly understand Interra’s needs. The team was highly engaged and in constant communication. However, Lumin’s process was not simply to sell a product but to listen, collaborate and build a partnership. Several months from the sales phase, [Lumin’s sales team] still reaches out to see how things are going and if there is any way he can assist.”
Working Together
Regarding development, Candace comments, “Lumin’s desire is to understand Interra’s unique needs. This is accomplished through weekly project meetings, Design Advisory Group participation, third-party collaboration calls with vendors, and constant development review. If Interra desires changes to the process or design, Lumin is very quick to accommodate those requests. Lumin has created Interra’s platform by walking alongside us every step of the way and providing excellent project management. Our project manager …has been outstanding.
The platform development process has been seamless. Regardless of the remote nature of the work, Lumin continues to deliver on time and with a high degree of accuracy. Interra is pleased with how flexible Lumin’s communication, development, and deployment have remained. All has gone off without a hitch so far.”
New Features. New Capabilities.
When it goes live, the new online banking platform offers Interra a variety of new features and abilities. Candace describes how valuable they are for their members and members overall, saying, “Interra is very excited about Lumin’s innovative capabilities! Some of the features that Interra is proud to offer our members include:
- Members customized dashboards
- Card Controls – fewer lost or stolen cards
- Self-Service Commercial Platform Suite
- Robust personal financial management and aggregation tools
- Diverse money movement features—for consumer and commercial members
These features and products will create a unique digital banking experience for our members. It puts customizable tools and data at their fingertips that empower them to make sound financial decisions. Business members can use commercial online banking to customize and tweak it without having to contact support. It creates a unique digital banking service. We want to help members make sound financial decisions, and the Lumin online banking platform will help us achieve that.”
Business Impact
“[The new platform] allows us to enhance the digital banking experience for all Interra’s members,” Candace continues. “It will deepen the engagement between Interra and our members, and we gain even more trust as a valued financial resource. Our members will also benefit from the efficiencies of Lumin’s back-office suite. These tools allow our staff to quickly address the needs of our members and begin improvements.”
Why Partner with Lumin Digital versus Competitors?
Ultimately, Interra chose Lumin as a long-term innovation partner. Candace explains, “We believe Lumin offers custom-tailored digital experiences through a cloud-based, highly adaptable platform. Interra looks forward to our partnership and the innovation Lumin can provide for our membership’s digital banking needs.
