How Travis Credit Union drove real-time member engagement with FSC
See how Travis Credit Union boosted member engagement with real-time data and streamlined onboarding using Salesforce.
About Travis Credit Union
Travis Credit Union (TCU) is a trusted community banking institution dedicated to making a meaningful impact in the lives of the people they serve. Committed to financial education, community investment, and service excellence, TCU supports the underserved and inspires passionate commitment from its employees.
TCU needed a seamless transition to Salesforce Financial Services Cloud (FSC) with minimal disruption to frontline employees, ensuring uninterrupted, high-quality service delivery throughout the process.
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Disconnected systems and delayed data access
Before partnering with Zennify, TCU’s contact center, financial, and marketing teams struggled to access real-time member data in Salesforce. Disconnected systems, delayed data updates, and manual workflows created friction across internal teams and degraded both the customer and employee experience.
Key pain points included:
- Data within Salesforce lagged by at least a day, leading to longer wait times as employees scrambled for current information.
- Employees lacked access to basic member details like profile info, products, transaction history, and member IDs—whether serving members over the phone or in-branch.
- Integrating Salesforce with core systems was cumbersome, slowing productivity and limiting member engagement.
The Zennify Solution
Clouds implemented
Financial Services Cloud, Marketing Cloud Optimization
Systems integrated
FiServ DNA via MuleSoft, DNA (Core Banking System), MongoDB (Householding Database)
Systems replaced
Dell Boomi
Third-party applications
LivePerson Connector, Cisco CTI Connector
Integrated, real-time member insights
Zennify began by implementing MuleSoft to enable real-time data integration between FISERV DNA and Salesforce, giving TCU a no-code interface to manage the integration.
To improve usability, Zennify created a comprehensive 360° member view with intuitive visual components, enabling employees to quickly access key member information. By enhancing Marketing Cloud and utilizing native Journey Builder features, Zennify ensured seamless coordination between marketing and frontline teams.
The team then deployed Financial Services Cloud, prioritizing householding features such as Life Events, Financial Goals, and Action Plans. The data model was restructured to support FSC’s architecture, ensuring long-term scalability.
Because Zennify preserved TCU’s familiar user workflows, employees required minimal training, supporting a frictionless go-live.
Empowered teams and elevated member experiences
Implementation of MuleSoft reduced long-term integration development effort.
Real-time member data and an improved UI boosted cross-sell effectiveness.
FSC Action Plans enabled easier access to critical onboarding information.
