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Improved online ratings 2-2.5 stars to 3.3+ stars within seven months.
Enhanced member communication with Chat and Texting to easily request reviews from happy members.
Reduced negative feedback as branch managers tackled issues directly with members.
Reputation boost influx of 5-star ratings via Texting in just one month.
Reduced negative feedback branch managers tackled issues directly with members.
Enhanced member communication with Chat and Texting to easily request reviews from happy members.
Reduced negative feedback branch managers tackled issues directly with members.
Reputation boost influx of 5-star ratings via Texting in just one month.
“Introducing the Eltropy system to our E-Services team who do all our online account opening, collections team, and now our contact center, has really helped our operations. Texting is the way people communicate in today’s world. It’s fast, it’s efficient, it’s easy.”
Mary Burruel
Credit Union Efficiencies Manager
“We began the rollout in December and were fully operational by February. The entire training process for our staff took just half an hour, and when we held a call with our Member Service Representatives (MSRs), they didn’t have a single question. The simplicity of the system was impressive.”
Tyler Murschel
Digital Marketing Manager
Hughes Federal Credit Union already had top-notch service, but their online reputation wasn’t reflecting it—until they unleashed Eltropy’s Reputation Management tool. With just a handful of reviews per branch, even one unhappy member could throw off their ratings. Eltropy made it easy for staff to gather glowing 5-star reviews from happy members, giving their reputation the lift it deserved.
Eltropy seamlessly integrated into their existing system, and the results were impressive. In just seven months, Hughes’ ratings skyrocketed from 2-2.5 stars to 3.3+ stars, with a surge of 5-star reviews flooding in within the first month.
But the impact didn’t stop at reviews—Eltropy sparked a positive feedback loop for staff. Employees were recognized for their exceptional service, boosting morale, while branch managers resolved issues quickly, preventing negative reviews from sticking. Eltropy’s holistic approach to member engagement allowed Hughes FCU to leverage their existing texting, chat, and routing systems, creating a seamless experience for members.
Now, Hughes FCU is in the driver’s seat, using Eltropy to maintain a glowing reputation and continue delivering exceptional service, proving that great technology can amplify an organization’s mission and member relationships.
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