AI-Driven Engagement in Financial Services: IMCU’s Approach to Member Satisfaction with Birdeye
Company Snapshot
Indiana Members Credit Union (IMCU), with over 30 locations across Indiana, partnered with Birdeye to streamline location management, enhance member engagement, and strengthen their online reputation.By leveraging Birdeye’s Reviews AI, Listings AI, and Insights AI, IMCU successfully optimized operations and established a competitive advantage in the financial services industry. IMCU’s journey with Birdeye demonstrates how financial institutions can achieve greater efficiency and engage their communities more effectively.
- March 2023
- 30+
The Challenge
With a large, dispersed branch network, IMCU’s previous method of updating information and managing reviews was tedious and inefficient. Manually logging in to multiple platforms for each location was both time-consuming and prone to inconsistency.
They needed a solution to centralize their listings, support efficient review management, and provide actionable insights while maintaining trust and credibility with their members.
“As an analytical person, I love that Birdeye brings all our data and touchpoints together in one dashboard—something we used to have to search for across multiple sources.”
Listings AI’s Impact on Multi-Location Listing Management
Birdeye’s Listings AI provides IMCU with centralized control over branch information. This powerful tool allows IMCU to instantly update hours and details across all 30+ listings, eliminating the need to manage each listing individually on platforms like Google and Apple Business Connect.
Birdeye’s Listings AI saves IMCU valuable time while significantly increasing online visibility and accessibility. Members can now easily find accurate, up-to-date information, even on smaller platforms and during special holidays. This streamlined approach ensures IMCU’s details are consistent across all channels.
Reviews AI Builds Trust and Credibility with Engaged Feedback
For IMCU, reviews are central to maintaining a positive brand reputation. Reviews help IMCU stand out as a trusted choice in the competitive financial services industry.
Birdeye’s Reviews AI allows IMCU to streamline the review request process with unique QR codes for each branch. Plus, a seamless integration with their core banking system, Symitar, lets employees send review requests directly. This integration drives higher click-through rates and increases the volume of positive reviews.
IMCU also utilizes Birdeye’s tracking capabilities to encourage branch employees to request reviews actively. In fact, IMCU identified branches to improve and ran location-specific contests that motivated staff to achieve higher ratings.
“There’s so much data in Birdeye that we can always spot areas for improvement. The platform gives us valuable data points we couldn’t gather as easily on our own.”
Insights AI Turns Data into Actionable Customer Insights
IMCU uses Birdeye’s Insights AI to better understand member feedback. AI-powered sentiment analysis and topic snippets empower IMCU to stay in touch with member preferences and identify emerging trends across branches.
Weekly insights are reviewed and used in monthly reports, helping the institution make data-backed decisions that improve customer experience and keep IMCU’s finger on the pulse of member satisfaction.
Insights AI also provides AI-generated summaries that allow IMCU’s managers to monitor feedback by location and make precise, location-level improvements. This data is critical for IMCU to make informed decisions that keep members happy and maintain their brand reputation across all locations.
A Clear Path Forward with Birdeye
Birdeye provides IMCU with a comprehensive suite of tools to boost online reputation, optimize customer engagement, and save valuable time. With Listings AI, Reviews AI, and Insights AI, IMCU has taken control of their online presence, ensuring that each member interaction strengthens trust and loyalty. IMCU’s use of Birdeye showcases how financial institutions can leverage GenAI to enhance member satisfaction, grow visibility, and stay competitive.
As IMCU continues to explore Birdeye’s robust features, they’re setting a new standard in member engagement and operational efficiency. IMCU’s innovation demonstrates the tangible benefits that technology can bring to the financial services industry.
Transform Your Financial Institution with Birdeye
Discover how Birdeye can help your financial organization manage reviews, maintain accurate listings, and gain actionable insights for outstanding customer engagement.
Reach out today at 1-800-561-3357 ext. 1, or send an email to sales@birdeye.com to learn more!
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