Webinar TakeawaysTechnology
In April 2023, Purdue Federal Credit Union ($2.1B, West Lafayette, IN) completed a major core system conversion. To avoid confusing members and staff with technical jargon, the credit union branded the conversion as a “systems upgrade.”
In a webinar exclusively for Callahan clients, Jackie Hoffman, senior vice president and chief administration officer, and Carrie North, assistant vice president of marketing, share how Purdue FCU planned and executed communications for its core system upgrade, from internal rollout to member education.
CU Quick Facts
Location: West Lafayette, IN
Assets: $2.05B
Members: 110.7k
Branches: 12
Employees: 283
What can other credit unions learn from Solarity’s journey?
- Clear, Consistent Communication Is Essential — The team branded the undertaking as “Project Endgame” and developed a comprehensive communications plan, sending approximately 50 targeted messages across various member groups. Visual aids, infographics, and a detailed member booklet helped demystify changes. Timing and clarity also are crucial, and Purdue FCU leaders emphasize the importance of not over-communicating too early.
- Internal Engagement Drives Success — The credit union began engaging staff 18 months before the go-live date with themed activities, a dedicated testing environment, and plenty of support. All departments pitched in, and the credit union formed a data clean-up team to ensure accurate migration. The experience fostered a culture of collaboration, with staff learning together and supporting one another.
- Member-Centric Approach — Purdue FCU tailored communications to different member segments, including those affected by account structure changes, business accounts, and joint account holders. An outbound calling team provided personalized support for complex cases, ensuring members felt informed and cared for.
- Operational Readiness — The credit union implemented a hiring freeze before the conversion to focus training on the new system. It also increased staffing in member-facing roles to handle anticipated spikes in call volume and had an external vendor on standby for overflow support. Flexibility and contingency planning were vital during the conversion; Purdue FCU even had backup communication channels in case of system outages.
- Collaboration And External Support — The credit union benefited from collaboration with other institutions and relied heavily on a consultant. Observing and learning from others’ experiences helped avoid common pitfalls and inspired best practices.
- Expect And Manage Post-Conversion Challenges — The conversion was smooth, but the Purdue team cautions that issues can arise after go-live, especially with integrations and reporting. Planning for Day 1 and Day 2 challenges, and maintaining a supportive culture, helped the organization adapt and thrive.
The credit union’s new core vendor recognized the conversion process as one of the smoothest it had experienced, thanks to thorough planning, strong communication, and a collaborative culture. The experience highlighted the value of branding, member-focused communication, operational preparedness, and learning from peers.
Read more about how to make core conversions easier in “It’s Not A Core Conversion, It’s A Systems Upgrade” on CreditUnions.com.
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