A Simpler Way to Serve Members at Telhio Credit Union

Over the span of six years, Telhio Credit Union faced rapid growth; its core systems struggled to keep pace, creating fragmentation across information, reporting, and member interactions. The organization faced several challenges, including:

• Key information was fragmented over seven different systems, making it difficult for teams to access a complete view of member information
• Fragmented data sources made accurate, comprehensive reporting difficult to produce and maintain
• Pipeline management became increasingly time-consuming as teams worked across multiple systems and sources of information
• Disconnected core systems created friction throughout the member lifecycle, contributing to inconsistent experiences

Telhio Credit Union connected its core systems with Salesforce Financial Services Cloud, Marketing Cloud, and MuleSoft to improve access to member information and support more consistent operations.

• Lending & Member Management: Implemented Financial Services Cloud modules for commercial lending, mortgage application, and consumer banking
• Personalized Member Journeys: Created coordinated experiences across email, mobile, and advertising based on member information and activity
• Legacy System Integration: Unified information across existing systems to improve access, reporting, and coordination across teams
• Centralized Member Information: Unified lending, mortgage, and consumer information to provide a complete view of member relationships
• Reporting & Automation: Connected information across systems to simplify reporting and enable greater business process automation

With Salesforce solutions in place, Telhio Credit Union improved how teams use information to manage relationships, support members, and identify the next best action.

• Member Information Access: Centralized member information gave teams easier access to the context needed to manage relationships
• Automated Follow-Ups: Rules across the member lifecycle automated follow-up activities and reduced gaps in communication
• Consistent Member Experiences: Shared notes and activity helped teams build on previous interactions across the member lifecycle
• Personalized Recommendations: Synced member information helped teams identify relevant products and opportunities based on member needs
• Reporting Confidence: Unified information across legacy systems gave teams a more reliable foundation for reporting and pipeline management