The challenge
Steinbach Credit Union, one of the largest credit unions in Canada, invested in Salesforce in 2023 with a clear goal: engage new members more effectively, satisfy existing members and support the institution's mission of helping Canadians save and spend wisely. The credit union implemented Financial Services Cloud and Marketing Cloud that year, but the initial rollout fell short.
The technology didn't deliver the functionality or return on investment the credit union had expected. Rather than walk away from the platform, the credit union needed a new partner: one who could assess the current state of its Salesforce organization, identify what had gone wrong and build a clear plan to get the investment back on track.
Steinbach Credit Union turned to TELUS Digital to help distill real value and ROI from the technology it had already committed to.
The TELUS Digital solution
TELUS Digital remediated the credit union's Financial Services Cloud and Marketing Cloud instances, addressing the gaps left by the original implementation and setting up the organization to deliver as intended. The first priority was member experience: TELUS Digital consultants used proprietary accelerators to build a true system of engagement across the credit union's service channels.
With that foundation in place, the team turned to the revenue side of the business. They activated cross-sell functionality for staff and consolidated a previously fragmented approach to lead and referral management.
None of this could scale, though, without connecting the systems members and staff actually touch. TELUS Digital linked Financial Services Cloud and Marketing Cloud and, using MuleSoft, integrated the credit union's existing technical resources into that same environment — bringing every previously disconnected system into one place.
The results
With the remediation complete, Steinbach Credit Union now has the functionality and ROI it originally set out to achieve with Salesforce. Members move through a true system of engagement, staff have the tools to grow revenue through cross-sell and referrals, and Financial Services Cloud, Marketing Cloud and the credit union's existing technical resources now work as one connected environment.
Together, that gives Steinbach the 360-degree member view it needed to build stronger connections, understand its members more fully and deliver the personalized experiences that keep them satisfied and retained.
