PURCHASE, N.Y.—Quorum FCU has redesigned its website to meet the growing digital needs of its membership—and the change is being met with approval inside the CU’s community and outside.
Website usage has increased and the new tool also received the Interactive Media Awards’ (IMA) Best in Class award in the Financial Information category.
The Best in Class award is IMA’s highest honor, given to websites that exemplify the best in planning, execution and overall professionalism, explained Kimberly Schade, Quorum VP of marketing and member services. IMA judged sites based on five criteria: design, content, feature functionality, usability and standards compliance.
“We’re thrilled our website was recognized by the IMA,” said Schade. “We decided to create an enhanced, fresh and modern member experience that would appeal to our rapidly growing and increasingly remote 70,000-plus membership base.”
The $840-million Quorum serves more than 50 SEGs that are growing their national presence. And many of the CU’s twelve local offices are located inside companies, restricting access to employees at the locations.
“Research also points to consumers wanting the option to do more banking on their own and on their own time,” added Schade. “Offering a simple, engaging and differentiated self-service experience via online and mobile channels was critical to us.”
Honor aside, what is pleasing the CU is that it is more effectively serving the membership with the new site that launched. “Member satisfaction has increased by 30%. The phone calls we’ve received have also been positive, noting the modern look and feel, and ease of use,” explained Schade.
Online banking is growing as well, with hundreds of new users being added each month. “Since our launch, we’ve seen a 71% increase in registered online banking users, with 98% of them actively using the service in the past month,” said Schade.
In addition to wanting a more modern look and feel, the online banking experience was completely retooled: navigation has been streamlined, members now have the option to customize the look of their dashboards and they can take advantage of new features like budget-tracking and savings goals tools.
To complement online banking, a robust mobile banking app for both iOS and Android was developed that features new tools like mobile deposit and mobile bill pay. The online membership application was improved, as well, to make joining Quorum
faster and easier.
Schade said the most used areas of the site are online banking and the online membership application. “We’ve also seen heavy usage to our Balance Transfer Calculator, where members can calculate how much they will save by transferring their balance to a Quorum credit card. Our mortgage calculators are also getting a lot of use.”
Overall, explained Schade, an important goal for the redo was to elevate the CU’s Website to “be on par with the sites of best financial institutions in the industry. After all, this is how a growing number of our members do the majority of their banking with us.”
The site was developed by Adventure House, Chelsea, N.Y., and Off-Site Services, N.Y.