3Rivers Credit Union Expands Wallet Share and Referrals by Improving Customer Experience with Allegiance
Forward thinking credit union goes beyond customer satisfaction to engage members
SALT LAKE CITY – August 2, 2011 – Allegiance, Inc., a provider of VOCi® (Voice of Customer Intelligence) technology and services, today announced that 3Rivers Credit Union has implemented the Allegiance Engage VOC platform to improve member experience. By listening and responding to member feedback, 3Rivers has increased new account referrals by eight times while boosting checking and savings account balances from existing members.
Over 68,000 members strong, 3Rivers serves individuals and small businesses in the communities of Northeast Indiana and Northwest Ohio. Since 1935, 3Rivers has led the way in providing value to those it serves with a solid, caring team focused on members long term success. 3Rivers chose the Allegiance VOC platform to increase customer engagement by giving members immediate responses to feedback and taking action to show that their voices are heard.
"Since implementing the Allegiance platform, more of our members are now proponents of our brand," said Steve Levendoski, Loan Product Manager at 3Rivers. "Strong proponents tend to use more of our services. They also tend to tell others about us—and that makes a big impact on our market share."
Chris Cottle, EVP of Marketing and Products, Allegiance Inc.: Allegiance Voice of Customer intelligence (VOCiTM) platform. helps companies translate customer insights into actionable business intelligence.
In addition to responding to unsolicited feedback, 3Rivers uses Allegiance to create surveys that follow up each VOC interaction and assess the customer's satisfaction level. The survey includes a Net Promoter Score (NPS) question to determine the impact of the interaction on the customer's overall impression of the company and ascertain customer loyalty. 3Rivers also uses Allegiance Engage to measure customer engagement levels as well as the key drivers of engagement for both existing and new members.
A complete case study detailing results from 3Rivers implementation of the Allegiance Engage platform is available at: http://info.allegiance.com/3Rivers.html.
