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“The biggest thing for the members is that we’re using a channel that they like. In this new generation, everything is with the smartphone. It’s so much easier for them to respond with a text message than with a phone call. We’re not looking back, we’re looking forward with Eltropy.“
Bob Hein
Member Solutions Manager
“We wanted to be more active with member service. We were looking for a kind of simplistic approach to it,” said Bob Hein.
That desire to simplify and improve the member experience led Fox Communities Credit Union to reimagine their collections strategy. Traditional phone calls were falling short, with just one in ten members responding—leaving staff overwhelmed and engagement in a steep decline. The credit union needed a solution that met members where they were: on their phones.
With Eltropy’s Texting solution, Fox didn’t just make a change—they sparked a revolution in how they connected with members. Engagement soared, response rates skyrocketed, and the credit union connected with members in ways that were faster, easier, and more effective than ever before.
The results? Immediate and undeniable. Fox achieved higher response rates and better engagement—all without adding a single extra staff member. And they’re already pushing the envelope further, expanding their texting strategy and integrating new tools to keep raising the bar.
For Fox Communities, texting wasn’t just a change—it was a game-changer. And they’re just getting started.
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