Case Study: Citadel Credit Union achieves a 24% increase in credit card pre-approval cross-sales with Axonify

How Citadel Credit Union unlocks high performance

Citadel Credit Union, a more-than-80-year-old financial institution serving Pennsylvania, faced knowledge atrophy among geographically dispersed frontline branch and call-center staff who didn’t encounter every process frequently and needed a more engaging way to keep skills current. Employees wanted bite-sized, tech-enabled learning that was challenging and fun to sustain competence across variable branch traffic and onboarding gaps.

Citadel piloted Axonify, a microlearning platform with gamification, running a six-month credit-card pre-approval topic that asked staff three questions per login (three times per week) with instant feedback. The program boosted topic knowledge from 74% to 91%, drove a 24% increase in pre-approval cross-sales, and generated over 90% positive survey ratings on effectiveness, daily use, recommendation, and motivation from competitions—results Citadel is scaling to more topics and onboarding.

Citadel Credit Union

Michelle Malick

Group Instructional Designer and Learning Systems Support Lead