Idaho Central Credit Union effectively personalizes emails in 5 minutes or less with Litmus Personalize
About Idaho Central Credit Union
Idaho Central Credit Union is a state-chartered credit union in the western United States headquartered in Chubbuck, Idaho. Helping members achieve financial success is at the core of their mission. They empower their members by providing them with various products, services, and resources. Gloria Frandsen, a Marketing Digital Specialist at ICCU, works alongside various teams to strategize and develop campaigns to create cohesive, personalized member experiences.
The Challenge
Gloria’s team manages a high, ever-increasing volume of campaigns. In addition to creating member journey experiences, her team crafted almost 100 promotional campaigns last year which were sent to over 300,000 members. To make their banking-related emails more engaging, her team always tries to incorporate new and unique elements. However, dedicated coding support is not directly available for her team and there was an uncertainty about what kind of personalization would work best for their audience.
One of the challenges they encountered with personalization was finding a way to personalize their service in a manner that instills trust in their members. As a financial institution, the trust of their members is crucial to their business. While they wanted to personalize beyond a mere first name, they also wanted to ensure that their members felt comfortable and didn’t find the personalization invasive.
“It can be challenging to determine where to incorporate personalization in our communications, especially since each department requests specific details to tailor the products and experiences for the members.”
How Litmus Solved the Challenge
With a few helpful ideas from her Customer Success Manager at Litmus, Gloria used Litmus Personalize Essentials’ quick-start templates to add a countdown timer to a campaign designed for their sponsorship audience.
Building the countdown timer only took about five minutes. The process of adding the countdown timer to her email was as simple as copying and pasting the HTML code into her email template. The level of ease with Litmus Personalize Essentials and the trust she has in Litmus empowered her team to get a fast start on their email personalization journey.
“Adding more personalization into our emails was definitely something we wanted to explore, but being a financial institution, we need to keep the trust of our members. So we need to personalize in a way that doesn’t make anyone uncomfortable.”
The Results
Feedback to the sponsorship email was overwhelmingly positive. Not only did the members who received the email sing their praises, but internally the email also generated buzz and enthusiasm within the team. Gloria’s team strives to not only delight their members but also be able to showcase creativity among the organization.
With Litmus powering the personalization experience Gloria and her team had the confidence to build something new that would not only look great and delight subscribers but provide an exceptional member experience. She’s excited to see what comes next from Litmus and how her team can continue to explore new personalization elements.
Beyond personalization, Gloria’s team also utilizes Litmus Previews & QA checks to ensure their members are receiving the best experiences possible. Moving away from a manual testing process, her team now does twice as much, in half the time with Litmus. She especially likes being able to see the full picture with Litmus Email Analytics and knows exactly what their audience engagement looks like. And now with Email Guardian monitoring over 50 email campaigns, Gloria has peace of mind that every single element of their member’s onboarding journey is protected, and if something should go wrong, such as a broken link or image, she will be the first to know.
“With Litmus, I knew if I put the countdown timer in my email, I could trust it to create an engaging, positive experience for our members. It made personalization more accessible because of the trust I have in Litmus”
Gloria Frandsen,
Marketing Digital Specialist at Idaho Central Credit Union
“The best part is how accessible it is for content creators like myself, to be able to pull something like this in with no coding needed, it was super helpful!”
