Case Study: OCCU increases eStatement adoption and cuts enrollment time with Digital Onboarding

OCCU increases eStatement adoption by 50% with Digital Onboarding

OCCU, a credit union with over 250,000 members, faced a challenge with its indirect auto loan members. These members were eligible for a rate discount if they enrolled in eStatements, but the manual enrollment process was causing low adoption, missed discounts, unexpected fees, and high call volume for service teams. To address this, OCCU partnered with vendor Digital Onboarding to improve the process.

Digital Onboarding implemented a solution featuring automated email and SMS reminders, personalized microsites, and an Enrollment Widget for instant eStatement sign-up. This resulted in a 50% increase in eStatement adoption and a 63% reduction in average enrollment time. The initiative improved member satisfaction, reduced service costs, and demonstrated a strong member preference for mobile and SMS communication.

OCCU