VERNON HILLS, Ill. – BCU, formerly known as Baxter CU, has signed with Neolane to personalize and further segment its customer communications and ensure campaign information is engaging the right member, at the right time and with the right message.
Prior to adopting Neolane, the $1.7-billion credit union said it struggled to execute outbound customer campaigns. Outreach was largely manual and relied heavily on “batch-and-blast” e-mail and direct mail campaigns. Neolane said with its assistance, BCU will be able to execute campaigns more quickly, schedule campaigns in advance, personalize e-mails and communicate with each member with increased relevance.
After implementing Neolane’s technology, BCU said it plans to segment and more tightly schedule its member campaigns, manage contact pressures to limit opt-outs, collect and track information around member-specific needs, and provide a better quality and consistency of member interaction and service across all communications channels.