Case Study: Navigant Credit Union boosts onboarding adoption and cuts costs with Digital Onboarding

Navigant Credit Union boosts direct deposit enrollment to 50% with Digital Onboarding

Navigant Credit Union, a Rhode Island-based credit union, faced the challenge of an outdated and costly paper-based onboarding process that led to low adoption of key services and failed to meet the expectations of younger members. To address this, they partnered with vendor Digital Onboarding to implement its digital engagement platform and replace their ineffective welcome kits.

Digital Onboarding's solution provided personalized digital microsites and a 40-day communication sequence with embedded self-service tools. This allowed members to easily enroll in services like direct deposit and eStatements. The results for Navigant were significant, with 50% of new members enrolling in direct deposit and 25% adopting eStatements. The solution also reduced operational costs and positioned the credit union as a digital-first leader.

Navigant Credit Union