Case Study: Conexus Credit Union achieves seamless member experience — members never have to repeat themselves with Doxim CRM (Doxim)

Members Never Have to Repeat Themselves Thanks to Conexus and Doxim CRM

Conexus Credit Union, a $6+ billion institution serving roughly 116,000 members across more than 50 locations, faced a fragmented member experience after growing through multiple mergers. Members frequently had to repeat information because data and processes were inconsistent across branches, costing the credit union service and sales opportunities. Conexus turned to Doxim and its Doxim CRM solution to centralize member information and drive consistent, organization-wide service.

Doxim supported an enterprise-wide relaunch of Doxim CRM combined with a bottom-up redesign of processes, a comprehensive staff training program, and local CRM Champions to ensure adoption. The Doxim-enabled implementation streamlined referrals, integrated with core systems like Ovation, and freed staff to have more meaningful conversations—driving a significant uptick in Net Promoter Score, improved operational efficiency, and measurable gains in member satisfaction and wallet share.

Conexus Credit Union

Matt Welykholowa

Project Manager