Case Study: Mountain America Credit Union improves member experience with JourneyTEAM’s Microsoft Dynamics 365 Customer Service

Mountain America Credit Union - Customer Case Study

Mountain America Credit Union, a financial institution serving over one million members, faced challenges with low user adoption of its CRM due to its lack of integration with frontline tools. This made it difficult to gain a holistic view of member interactions and improve customer satisfaction. They partnered with JourneyTEAM to address these issues by implementing Microsoft Dynamics 365 Customer Service.

JourneyTEAM developed an integrated solution that provided a 360-degree view of members and streamlined the onboarding process. This included writing a custom plugin to pull real-time data from Mountain America's core systems and creating an omnichannel experience for handling communications. The results included a unified system with real-time customer data, improved call efficiency, and enhanced data visualization for better business decisions.

Mountain America Credit Union

Jeffrey White

Product Manager, IT Team