Case Study: Northern Inland Credit Union achieves a digitised, integrated member experience and higher conversions with Squiz

Northern Inland Credit Union - Customer Case Study

Northern Inland Credit Union (NICU), a mutual ADI serving about 16,000 members in north‑western New South Wales, faced a need to modernise quickly as member expectations and banking behaviours shifted. NICU’s systems were siloed (separate email and SMS, limited CRM capability), capturing little interaction data and converting only about 10% of enquiries; to deliver seamless, personalised member journeys it engaged Squiz to drive a digital transformation.

Squiz implemented a marketing automation and CRM stack (Marketo and SugarCRM), integrated website enquiries, email and SMS, and provided strategic consulting, on‑site support and staff training. As a result, NICU gained a single view of the member journey, a consistent sales process, and the ability to run automated, data‑triggered campaigns—lifting staff engagement and increasing leads and conversions while enabling more personalised, data‑driven member experiences.

Northern Inland Credit Union