Elevating Digital Member
Engagement in Modern Banking Operations

Unified lending and engagement journeys across multiple channels to deliver instant loan offers and seamless member experiences at scale.

< 2 min
Loan
Offers
500K+
Members
Served
Unified
Multi-Channel
Experience
Enhanced
Digital
Engagement
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ChallengeHyniva's SolutionBenefits
01
Challenge

A leading, award-winning Credit Union with over half a million members aimed to significantly boost consumer lending across auto loans, personal loans, and credit cards. However, they faced several critical challenges:

Outdated and fragmented digital interfaces led to high application abandon rates and stagnant lending volumes.
Disjointed application experiences across mobile, web, branch, and phone channels caused member confusion and hindered cross-channel loan processing.
Although the Credit Union used Salesforce for CRM and contact center operations, it was not integrated with the digital experiences offered to members.
Returns on investment have consistently fallen short of expectations.
There was minimal engagement from non-members, limiting new customer acquisition through digital channels.
The loan application process was cumbersome and unintuitive for non-members applying online.
02
Hyniva's Solution

The Credit Union partnered with Hyniva to deploy FinXServe, a Salesforce-native solution designed for rapid configuration and delivery of digital lending experiences. Key aspects of the solution included:

1

FinXServe on Salesforce FSC & Experience Cloud

Implementation of FinXServe on existing Salesforce platform, tightly integrated with Salesforce Financial Services Cloud and Experience Cloud.

2

Unified Multi-Channel Loan Applications

User-friendly loan application experiences for auto loans, personal loans, and credit cards — accessible via mobile, website, branch, and contact center.

3

Frontline Staff Empowerment

Empowered frontline staff to assist members using the same digital platform, ensuring seamless support and service continuity across channels.

4

Modern Core Banking Integration

Well integrated with a Modern Core Banking Platform, enabling real-time processing and data synchronization.

5

Configuration-Driven Approach

A configuration- and workflow-driven approach (instead of custom development), significantly reducing implementation time, risk, and cost.

03
Benefits
Modern Consistent Experience

Transformed lending operations with a modern, consistent experience across digital and physical channels

< 2 min
Instant Loan Offers

Loan offers delivered to members in under 2 minutes, a significant improvement from previous turnaround time of several hours

True Cross-Channel Continuity

Applicants may initiate applications online via mobile, in-branch, or by phone, and subsequently resume the process through any preferred channel

Reduced Abandonment

Improved user experience has significantly reduced application abandonment

Increased Engagement

Increased engagement from both members and non-members, expanding reach

Staff Empowered

Staff empowered with tools to assist members more efficiently across all channels

🏆
First of Its Kind

This marks the first fully member-facing lending experience developed on Salesforce Experience Cloud

ROI
Strengthened Salesforce ROI

Faster deployment and measurable performance gains strengthened ROI on Salesforce investment

AIRA