3Rivers Credit Union Expands Wallet Share and Referrals by Improving Customer Experience with Allegiance
Forward thinking credit union goes beyond customer satisfaction to engage members
SALT LAKE CITY – August 2, 2011 – Allegiance, a provider of VOCi (Voice of Customer
Intelligence) technology and services, today announced that 3Rivers Credit Union has
implemented the Allegiance Engage VOC platform to improve member experience. By listening
and responding to member feedback, 3Rivers has increased new account referrals by eight
times while boosting checking and savings account balances from existing members.
Over 68,000 members strong, 3Rivers serves individuals and small businesses in the
communities of Northeast Indiana and Northwest Ohio. Since 1935, 3Rivers has led the way in
providing value to those it serves with a solid, caring team focused on members long term
success. 3Rivers chose the Allegiance VOC platform to increase customer engagement by
giving members immediate responses to feedback and taking action to show that their voices
are heard.
“Since implementing the Allegiance platform, more of our members are now proponents of our
brand,” said Steve Levendoski, Loan Product Manager at 3Rivers. “Strong proponents tend to
use more of our services. They also tend to tell others about us -- and that makes a big impact
on our market share.”
In addition to responding to unsolicited feedback, 3Rivers uses Allegiance to create surveys that
follow up each VOC interaction and assess the customer’s satisfaction level. The survey
includes a Net Promoter Score (NPS) question to determine the impact of the interaction on the
customer’s overall impression of the company and ascertain customer loyalty. 3Rivers also uses
Allegiance Engage to measure customer engagement levels as well as the key drivers of
engagement for both existing and new members.
A complete case study detailing results from 3Rivers implementation of the Allegiance Engage
platform is available at http://info.allegiance.com/3Rivers.html.
About Allegiance, Inc.
Allegiance, Inc. helps companies translate customer insights into actionable business
intelligence. Using Voice of Customer intelligence (VOCi™), Allegiance combines any form of
Voice of the Customer (VOC) data with any operational data (CRM, financial, etc.) to create
actionable customer intelligence delivered in the cloud. Allegiance multi-channel feedback
collection includes ad-hoc, transaction, relationship, and customer experience surveys, solicited
feedback through Web sites and phone, and unsolicited, unstructured feedback from social
media. Allegiance ranked No. 5 on the Inc. 500 list of fastest-growing private software
companies in 2009, and was named a “Top 10” by Software 500 in 2010. For more information
about Allegiance, visit http://www.allegiance.com.