Isabella Bank Boosts Growth & Engagement with Suite of Proven Solutions
Overview
Michigan-based Isabella Bank initially sought a partner to help it drive debit card usage and checking account growth. Despite previous marketing efforts, generating organic growth across its diverse account holder base remained a challenge.
Jenn Brick, VP and Director of Customer Service Operations, helped lead the search for a strategic vendor. After gathering peer recommendations and reviewing its options, the bank chose CSI’s Velocity Solutions, impressed by its commitment to long-term partnership and its suite of interconnected products.
“One of the biggest things I love is they’re solution-centric. We have conversations with our reps often, and they ask us what our challenges are and what they can do to help us be successful.”
– Jenn Brick,
VP and Director of Customer Service Operations
Approach
Isabella Bank quickly recognized the value of the full platform in delivering growth, compliance and customer engagement along with easy integration. The bank decided to implement all three components of The Retail Performance Engine™ solutions, as well as its Intelligent Limit System®, and rolled them out in phases over 18 months.
In addition to its software solutions, CSI’s Velocity team provided customized training that helped the bank’s staff confidently communicate the programs’ benefits to account holders.
Results
The impact has been significant across both revenue and engagement metrics:
“As our revenue increases, it’s allowed us to expand innovations and our strategic direction to make sure we’re aligned with our account holders’ needs,” Brick said.
Conclusion
Isabella Bank credits the solution-focused partnership, tailored support and proactive engagement for the long-term program success they’ve seen.
“They’re actively engaged with us,” Brick notes. “It’s not a set-it-and-forget it program. I hear from our reps as consistently now as when we first started with them seven years ago!”
As the bank continues its digital transformation, the tools and support from CSI’s Velocity team are helping it compete with larger banks — without sacrificing its mission or overextending its resources.