Case Study: Alabama Credit Union cuts payment calls by 80% with Alacriti Orbipay EBPP

Alabama Credit Union Reduces Payments Calls by 80% Modernizing Their Loan Payments

Alabama Credit Union, a financial institution with 151,000 members, faced significant challenges with its outdated loan payment system. Their previous solution lacked a member-facing portal and core integration, forcing all payments to be scheduled through staff and resulting in manual, error-prone processes. These inefficiencies placed a heavy burden on their call center and restricted member self-service options. Seeking a modern and efficient solution, the credit union turned to Alacriti and its Orbipay EBPP loan payments service.

Alacriti implemented its Orbipay solution, which provided a self-service payment portal with real-time core integration. This streamlined operations, automated payment posting, and offered members convenient options like guest web payments. The results for Alabama Credit Union were substantial, including an 80% reduction in payment-related calls to the contact center and a 94.5% increase in transaction value. Alacriti's solution also enabled significant growth in transaction volume and generated new fee income, greatly enhancing both the member experience and operational efficiency.

Alabama Credit Union

Dustin Kizer

Digital Services Director