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All In Credit Union + Sogo

“SogoCX has changed everything about how we collect and act on the feedback of our members and teams.”

All In Credit Union
All In Credit Union is ranked among the best credit unions in the country as evidenced by the consistent awarding of a 5-Star Rating from BauerFinancial, Inc., the nation’s leading independent credit union rating and research firm. Along with this distinction, All In Credit Union is the recipient of numerous awards from local, state, and national organizations who have recognized the credit union and its employees for their contributions to financial education and social responsibility.  In addition to their high-tech offerings, the credit union is committed to enriching the lives of their members and communities. 
The Challenge

All In Credit Union has long been committed to measuring and improving member experience, but their efforts began to outpace the offering of their previous survey vendor. While they were able to gather member feedback and receive survey responses, the analytics they needed just weren’t there. "We struggled and spent many hours sifting through data manually. It was inefficient at best,” says Laurie Flanders, Sales and Accountability Leader at All In Credit Union.

The team was discouraged when reviewed many of the common vendors serving the credit union space. In order to continuously delight members with positive experiences, it was clear All In Credit Union needed a modern solution that could give them greater analytical power but from a company that wasn’t too big to provide more of a customized experience.  “We deeply desired a relationship with a vendor that shared our next-level thought process and actively made improvements and recommendations to help us be better. Once we found and saw what Sogo had to offer, it was an easy decision,” Flanders said.

the solution

Unparalleled Support

All In Credit Union takes advantage of a powerful platform that doesn’t inconvenience their members with a “daunting” look and overwhelming length. They are also enthusiastic about the streamlined and simple ways they can receive support when needed.

Flanders shared: “We had demos with everyone, not wanting to outgrow our product, but looking for a partner as well as intuitive software. I am so thankful for my experience with the Sogo team. They were able to help me make almost a frictionless transition from one vendor to another. In addition, the Sogo team took my ideas and made them better. As if this wasn’t enough, the support I have received along the way is second to none.”

the result

NPS/CSAT score changes 

During the pandemic, All In saw a dip in their NPS, which they expected. However, it didn’t rebound like they’d forecasted coming out of the shutdown. Through newly implemented feedback channels, they found their members missed coffee in the branch locations. All In put a Keurig in every location and their NPS/CSAT scores rebounded.

“Sometimes it’s the little things that make a difference, but we wouldn’t have known about it before Sogo, who helped us find the drivers behind the CX scores,” says Flanders.

New Revenue Drivers

All In decided to do more with their surveys for chances to bring in more revenue. On one survey, a simple question for members who’ve taken out solar loans has led to conversions about home equity loan offers. “Our surveys don’t just help with our NPS but can also generate revenue for us we never thought we could see through these avenues,” Flanders commented.

All In Credit Union set up Rules & Alerts to direct relevant responses to the appropriate team members, who follow up within twenty-four hours. Flanders also gets an alert, “so I can celebrate each one!” In the first two months of enacting the strategy they’ve gotten over 20 leads at a 55% closing rate.

“Thanks to the powerful analytics of SogoCX, we have saved hours of work sifting through data and created visibility to actionable nuggets, so we can easily act on the feedback and make a difference for our members. As if this wasn’t enough, the support we have received along the way is second to none.” 

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