Case Study: Dowell Federal Credit Union boosts loan processing and collections with Text Request

Emails can go unread for days or even months, but text messages are opened within seconds regardless of who they come from

Dowell Federal Credit Union used Text Request to improve communication with its members and reduce delays in its loan and collections process. The credit union’s small team was struggling to keep loan applications moving when members did not respond quickly to calls or emails, creating backlogs and making it harder to meet required standards.

With Text Request’s easy-to-use texting dashboard, Dowell FCU’s four-person team could manage multiple member conversations at once, send reminders, and share links more efficiently. The result was significantly higher follow-up and response rates, especially during the COVID-19 pandemic, along with faster loan processing and stronger collections performance. Dowell FCU said texting is now essential to its workflow.

Dowell Federal Credit Union

Courtney Dickerson

Chief Financial Officer