Case Study: Encompass Credit Union achieves 98% reduction in statement complaints and 28% cost savings with Doxim's statement processing platform

CUPs and Doxim Join Forces to Help Encompass Credit Union Improve Member Statements

Encompass Credit Union, a Alberta-based credit union serving over 10,000 members, faced rising member confusion and a spike in service calls after migrating to a new banking platform that produced poorly formatted, overly long statements. To address these issues, the credit union worked with CUPS and vendor Doxim, leveraging the Doxim statement processing platform (part of Doxim’s Customer Engagement Platform) to redesign statement content and layout.

Doxim and CUPS implemented an enhanced statement design and integrated eStatement capabilities, simplifying transaction descriptions and optimizing layout. The results for Encompass Credit Union were substantial: a 98% reduction in statement-related complaints, a 75% drop in statement-related questions, a 50% reduction in page count, and a 28% reduction in overall statement production costs, plus improved marketing graphics and eStatement adoption.

Encompass Credit Union

Amy Gertsma

Vice President Information Services