Case Study: Redwood Credit Union achieves 85+ customer experience improvements with IdeaScale

Redwood Credit Union Improving Customer Experience with Employee Ideasa

Redwood Credit Union, a member‑focused financial institution serving the North Bay and San Francisco since 1950, wanted to accelerate continuous improvement of the member experience. Although they had long collected employee suggestions, in 2016 leadership sought a transparent, collaborative software solution to better capture, evaluate and act on ideas across the organization.

They implemented IdeaScale, running a promoted, multi‑channel rollout with pre‑populated suggestions, awards, and a staged monthly review process (voting/commenting, admin triage, expert assignment, five‑star assessments). The approach enabled teams to attach ideas to existing projects and move quickly: in year one more than 70% of staff engaged and the credit union implemented over 85 customer‑experience changes (vs a 50‑idea goal), including mobile thumbprint ID and improved receipts/statements, and saw a lift in Net Promoter Score.

Redwood Credit Union

Andy Ramos

SVP/Member Experience