BCU Selects Neolane to Create a Consistent, Cross-Channel Member Experience

Conversational marketing technology provider Neolane, Inc. today announced it has been selected by BCU, a not-for-profit cooperative credit union in Northern Illinois, to personalize and further segment its customer communications and ensure that campaign information is engaging the right member, at the right time and with the right message.

Prior to adopting Neolane, BCU struggled to execute outbound customer campaigns. Outreach was largely manual and relied heavily on “batch-and-blast” email and direct mail campaigns. With Neolane, BCU is able to execute campaigns quicker, schedule campaigns in advance, personalize emails and communicate with each member with increased relevance.

“Before Neolane, we often worried about either over- or under-communicating our message. We are now receiving MLS information on a daily basis about homes that have just gone on the market. While we wanted to capitalize on this information and reach out to the homeowner immediately regarding financing, we lacked the capabilities to send daily campaigns,” said Ryan Szeliga, marketing manager, BCU. “With Neolane, we can serve our members’ needs better by being able to send proactive, daily mortgage-triggered campaigns and ensure that we are not missing business opportunities because of timing.”

Implementing Neolane’s technology, BCU plans to segment and more tightly schedule its customer campaigns, manage contact pressures to limit opt-outs, collect and track information around customer-specific needs and provide a better quality and consistency of customer interaction and service across all communications channels.

In addition to the ability to create more personalized and consistent campaigns, BCU was impressed with the ease of use of Neolane. It will take a minimal amount of time to get users up to speed and using the platform effectively.

“With today’s rapidly evolving communication technologies, it can be extremely challenging to maintain a consistent customer experience across all channels,” said Stephan Dietrich, president, Neolane, Inc. “We’re pleased to be able to introduce BCU to the next generation marketing platform as they strive to better engage their members with the products and services they offer, but previously struggled to communicate.”

About BCU

With over $1.7 Billion in assets, BCU currently serves more than 150,000 members throughout the United States and Puerto Rico. Formed in 1981 and headquartered in Vernon Hills, Illinois, BCU is a not-for-profit, member-owned credit union known for providing unparalleled service, competitive rates, low fees, and innovative accessibility to its members. Membership is open to several prestigious companies around the country, as well as anyone who lives or works in the Illinois counties of McHenry, Lake, DuPage, Kane and most of Cook. Please call 1-800-388-7000 or visit www.BCU.org for more information.

About Neolane

Neolane provides the only conversational marketing technology that empowers organizations to build and sustain one-to-one lifetime dialogues, dramatically increasing revenue and marketing efficiency. Born digital, with best-in-class email and inbound-outbound channel fusion capabilities architected into a single code-based platform, marketers achieve results in record time. Neolane is easy to use for both power and casual users, but powerful enough to drive the most sophisticated marketing strategies. Future proof, Neolane has a track record of enabling its customers to adapt to new customer engagement challenges and exploit opportunities more quickly than their competition. Neolane is used by more than 350 of the world’s leading companies including Alcatel Lucent, barnesandnoble.com, Orange, Sears Canada, Sephora Europe and Sony Music. Visit www.neolane.com and read our blog The Cross-Channel Conversation.

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