Waterford Credit Union
“When it came to developing our new website, we were very particular with who we trusted with the design, development and security. Márla Communication’s experience shone through from the start; they were always on hand to answer any questions we had, or to provide solutions to any potential issues . All the team were excellent from start to finish”
– Ann-Marie Drohan, Marketing & Business Development Officer, Waterford Credit Union
Opportunity / Challenge
The onset of Covid in early 2020 presented a number of challenges to Waterford Credit Union, most notably the number of customers wanting to access their accounts remotely. In the first couple of months of Covid, the number of online banking registrations with Waterford Credit Union almost doubled. The existing website had worked well up to that point, but important functionality such as the on-line loan application was cumbersome and not user-friendly. In 2021, the Credit Union team agreed that the time had come for a complete site overhaul to incorporate the Credit Unions enhanced goals and website requirements.
When we initially met with the team at Waterford Credit Union, they were very clear on their goals and expectations of the new website. The website needed to create a strong first impression, with clear call to actions; it needed to be easy to navigate with a modern design; it needed to encourage potential and existing members to use the website and all its features to maximum effect. Ann-Marie explained that it was of critical importance that visitors to the site should be able to easily calculate loan repayments and submit their application via a new interactive loan calculator. Also required was a chat function which would allow members to get in touch with WCU in real time.
In addition to the design and development of a new website, we were asked to advise on, and in turn provide the best hosting and website security package available. The hosting package needed to be upgraded to facilitate 25,000 visitors a month & the chosen security package had to protect against the increase in the number of cyber-attacks.
Throughout the process, we worked closely with Ann-Marie and the team at WCU to deliver a bespoke, impactful website which can be easily update and managed internally. The new website was not only built with the end user in mind, but also ensured that the placement of information and functionality helped the internal team in undertaking their daily tasks.
When asked how the new site helps each department, Ann-Marie advised:
The improved loan application form gathers more information from members, which means the lending team do not need to call each member to obtain further information to underwrite the loan application. It has effectively streamlined the process for the department, which means quicker turnaround on loan decisions for members.
The online department can now answer queries as they come in through the contact form, e.g., queries on direct debits, online and mobile banking. This has created a better user experience for members. On the old website, all queries went directly to firstname.lastname@example.org inbox – which resulted in some queries not being circulated to individual departments until the end of the day.
The new site allows for more options to track and measure visitors to key pages such as; individual loan pages, online banking and current account/debit card webpages.
“All the team are super helpful and approachable. Obviously when it comes to building a site there are a lot of technical phrases that one could use. With Márla Communications, they always explained options clearly, advised and made recommendations using easy-to-understand terminology! I would highly recommend Márla Communications based on their vast experience in digital marketing, website development and training”
Ann-Marie Drohan, Marketing & Business Development Officer, Waterford Credit Union