For Leominster Credit Union (Leominster), the path to digital banking transformation was one of modernization, collaboration, and growth. Through their digital banking platform strategic partnership with Alkami, Leominster was equipped and supported as they facilitated a smooth transition for their members, introducing them to a new reality of digital banking with mobile-first capabilities and highly sought after features and functionality. Keep reading to learn how Leominster redefined their member experience, improved member satisfaction, and created operational efficiency within their financial institution.

The Challenges: Pre-Alkami Era

Before joining forces with Alkami, Leominster grappled with significant limitations in their digital banking offerings. Members faced a fragmented experience with separate logins for different services and limited functionality on mobile platforms. Essential features such as viewing statements on mobile, a Zelle integration, and effective live chat services were absent. The administrative team was unable  to see the same view of members from an end user perspective, leading to disjointed and frustrating support experiences. Moreover, the lack of data-driven strategies and comprehensive reporting tools hindered Leominster’s growth and efficiency.

The Vision: A New Digital Banking Era with Alkami

Leominster embarked on their transformation journey with clear objectives: enhance user experience, improve functionality, and adopt a mobile-first approach. They envisioned a seamless, user-friendly platform that would engage members and streamline operations. They were also looking for an innovative online banking vendor and partner that would continue to help their institution move forward and grow their digital channels. Alkami emerged as the ideal partner, entrusted to turn their vision into reality.

The Implementation: A Seamless Transition

The implementation phase kicked off, synchronizing the core and digital transitions. Leveraging a collaborative project management system, the teams ensured clear expectations and timely progress. As the implementation teams tackled the online banking conversion and a simultaneous core transition, Leominster felt supported every step of the way. Regular meetings and mock runs, with Alkami facilitating a smooth transition, Leominster was especially appreciative of the proactive and consistent communication from the Alkami team.

As the launch date approached, Leominster engaged in testing, created comprehensive digital training programs for their employees, and rolled out targeted marketing materials to inform members about the upgrade. 

The Launch: Immediate Success

In June of 2022, Leominster went live with Alkami’s Digital Banking Platform. By the end of the first week, the results were impressive. 56% of online banking users had logged into the new platform, showcasing a swift adoption rate. Furthermore, almost 1,500 new online banking registrations were recorded within the same week, marking an exciting new beginning to their digital banking journey. This positive response was a testament to the platform’s intuitive UI and the effective communication strategy executed by Leominster.

The Results: A Transformative Impact

Alkami’s digital banking platform is equipped to provide financial institutions like Leominster with the necessary capabilities, qualities and technological requirements needed to power seamless digital banking experiences, especially when it comes to satisfying the evolving needs of mobile users.

Leominster was thrilled to provide their members with a wider range of mobile capabilities that they couldn’t offer before, due to limitations with their previous online banking provider. Mobile-friendly capabilities such as a live mobile chatbot, mobile statements, and Zelle P2P payments were just some examples of how Alkami was able to help fulfill Leominster’s desire to shift towards a mobile-first approach. Members shared this praise as they are now able to utilize a wider range of digital banking functionality “on-the-go” via mobile.

The Alkami digital banking platform also had a positive impact on Leominster’s Member Service Center. With the integration of Glia, an advanced chat service, Leominster provided their members with an additional channel to get the assistance they needed, offering flexibility and choice for their members who prefer digital channels. The intuitive and seamless chat functionality revolutionized member support – nearly doubling chat volumes without increasing call center traffic.

Leominster’s successful implementation and launch with Alkami speaks to the power of partnership and innovation. By embracing a cutting-edge digital banking platform and trusting in Alkami as a TechFin, Leominster positioned itself for sustained growth and success. 

When asked, “From a technology and innovation perspective, do you feel confident that Alkami can support your institution’s future goals and objectives?” Leominster responded with a resounding “Yes.” They expressed confidence that the Alkami digital banking platform can support their members’ needs through innovative product offerings, and through use of the Software Development Kit (SDK) should they choose to implement a development team in the future. Alkami stood out as a strong partner to help their institution make progress in their digital maturity, and become more connected with the evolving innovations within the fintech ecosystem.

An Inspiring Call to Action

For other financial institutions seeking to transform their digital banking experience, Leominster’s story serves as an inspiring example. Partnering with innovative TechFin’s like Alkami can unlock new potentials, streamline operations, and significantly enhance account holder satisfaction. As the financial services industry continues to evolve, embracing digital innovation and strategic partnerships can be the foundation to achieving a sales and service channel, enabling bank and credit union leaders to remain relevant and competitive.