Case Study: Dowell Federal Credit Union achieves faster loan processing and higher member response rates with Text Request

How Text Request helps Dowell Federal Credit Union increase their response rates so collections goes smoother

Dowell Federal Credit Union, a 58-year-old credit union in Tulsa with a four-person team, needed a better way to manage communications with a large, geographically dispersed membership—especially for loan setup, collections and meeting NCUA requirements—because emails often went unread and calls weren’t returned. The credit union selected Text Request’s texting platform and dashboard to provide a faster, more reliable channel for member outreach.

Using Text Request’s easy-to-use dashboard, Dowell Federal Credit Union’s small staff can run multiple text conversations at once, speeding loan processing, improving follow-ups and boosting collections response rates compared with email and phone. The credit union reports significantly higher engagement, faster loan completion and more timely documentation since adopting Text Request, benefits that were especially valuable during the COVID-19 pandemic.

Dowell Federal Credit Union

Courtney Dickerson

Chief Financial Officer