CASE STUDY ·

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.

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< 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Outdated and fragmented digital interfaces led to high application abandon rates and stagnant lending volumes.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 the 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