Client Overview
A large credit union in the United States, serving millions of members, partnered with Radiant Digital to transform its customer experience. With a vast member base and high service volumes, the organization aimed to modernize its operations by consolidating multiple legacy systems into a unified platform, enabling Member Service Representatives (MSRs) with a complete, real-time view of every member interaction.
Client Challenge
The credit union operated in a fragmented, multi-system environment, where critical member data and interactions were spread across disparate platforms. This lack of integration resulted in:
- Limited visibility into member interactions
- Inefficiencies for Member Service Representatives
- Operational complexity due to multiple legacy systems
- Challenges in delivering consistent, real-time customer experiences
Our Solutions
Radiant Digital implemented a phased modernization approach, combining Customer Experience Automation, Innovation Labs, and Intelligent Automation capabilities.
The solution focused on:
- Consolidating legacy systems into a Unified Service Desk (USD) built on Microsoft Dynamics 365
- Creating a single, real-time interface for MSRs
- Enabling seamless access to member data across systems
A structured delivery model was followed:
Prototype → Assess → Test → Develop → Implement
This approach ensured rapid iteration, minimized risk, and enabled controlled enterprise-wide rollout.
Technologies Used
Radiant Digital integrated a wide range of technologies into the unified ecosystem, including:
- Microsoft Dynamics 365 (CRM & USD)
- Microsoft Power BI
- Azure
- Application Insights
- IBM Notes
- Dojo
- JavaScript
- C#
- XAML
- Backbase
- Coded UI
Outcomes
The modernization initiative delivered measurable impact at scale:
- 20+ releases shipped to production since inception
- 700 Member Service Representatives enabled with a unified system
- 10,000+ end users reached
Where Unified Systems Turn into Seamless Member Experiences
By bringing together fragmented systems into a single intelligence layer, Radiant Digital enabled faster decision-making, improved operational efficiency, and a consistent, real-time experience, laying the groundwork for scalable, future-ready customer engagement.
Ready to transform fragmented systems into a unified, real-time customer and member experience? Get in touch
