Case Study: Virginia Credit Union achieves faster contact times, higher conversions and improved loan officer productivity with Velocify by ICE Mortgage Technology

Virginia Credit Union speeds contact times, increases conversions and drives LO success with Velocify

Virginia Credit Union, a Richmond-based credit union with 300,000 members and about $450 million in average annual mortgage volume, struggled with a largely manual lead distribution process that delayed outreach and limited conversions. Leads could sit 24–72 hours before assignment and contact times ranged from one to five days, constraining inquiry-to-contact rates and giving sales managers little visibility into loan officer activity.

VACU implemented Velocify to automate lead routing, send personalized emails, and trigger branded drip campaigns and priority follow-ups while giving managers real-time insight into LO activity. The change cut time-to-contact from days to three–five hours, produced 90% same-day contacts, raised conversion rates from ~17–18% to 24–27%, extended effective conversion windows from 60 days to up to a year, and boosted loan officer productivity and scalability.

Virginia Credit Union

Mitchell Jones

Vice President