Credit union association enhances member experience with comprehensive data strategy

Client background

The client is an association that offers a range of products and services designed to enhance credit union operations, including training programs, regulatory assistance and strategic advisory services.

The business challenge

The client engaged Baker Tilly’s digital team to address critical challenges in optimizing data and analytics for enhanced member service. Key pain points included the need for robust data governance, integration of disparate systems for operational efficiency and advanced analytics for personalized member engagement. These needs were amplified by the digital transformation trend in the financial sector and a potential merger, emphasizing the necessity for scalable data analytics to support organizational growth without compromising service quality.

The engagement aimed to refine the client's data strategy, focusing on accuracy, efficiency and tailored communication, ensuring alignment with their mission amidst significant transitions.

Strategy and solution

Baker Tilly's role was pivotal in establishing a data-driven foundation to meet evolving member needs, reinforcing the client's commitment to value-driven expansion and member-centric growth in a rapidly changing industry landscape. The engagement focused on laying the foundational elements for a comprehensive data strategy, preparing the company for future advancements.

Our approach resulted in the following key outcomes that positioned the client for strategic growth and enhanced member service:

• Provided a thorough current state analysis of the company's existing data usage, IT infrastructure and analytics roles, identifying areas for improvement and alignment with business strategy.
• Developed a design/solution blueprint for a recommended data platform that outlines the necessary components and architecture to support the client's data analytics needs.
• Conducted an organizational readiness analysis to gauge the company's readiness for adopting the new data strategy, including change management considerations.
• Offered team operating model recommendations for future state roles and responsibilities, ensuring that the right structure was in place to manage and utilize data effectively.
• Crafted a strategic road map detailing the sequencing, timing and resources required to implement the new data strategy, ensuring a clear path forward.

These outcomes have set the stage for the client to enhance its data governance, integrate its data systems more effectively and leverage advanced analytics for improved decision-making and member engagement in the future. The next steps for the client, in collaboration with Baker Tilly, involve moving forward with the road map's implementation phases, focusing on prioritizing initiatives that offer the highest business value and technical feasibility.