CREDIT UNION'S MULESOFT REVIVAL
From Stalled to Seamless: How a Credit Union Used DaaS to Reset Salesforce
COMPANY
East Coast Credit Union
TECHNOLOGIES
Financial Services Cloud
Sales Cloud
Service Cloud
CRM Analytics
MuleSoft
Jack Henry Symitar
MeridianLink
STORY SUMMARY
An East Coast credit union came to Fortimize after multiple unsuccessful Salesforce rollouts had left the platform underutilized. Under the Delivery as a Service (DaaS) model, we became a true partner in revitalizing their member experience—starting with aligning Salesforce and MuleSoft to ensure the right data is delivered to the right place at the right time.
What was once a failed tool is now the credit union’s core experience layer, supporting critical interactions and operational efficiency."
CHALLANGE
Multiple failed Salesforce rollouts had already drained time, budget, and patience. Traditional delivery models—loaded with layers of staffing, transitions, and costs—left the platform underused and internal teams disillusioned.
THE SOLUTION
Through our Delivery as a Service (DaaS) model, we became more than just support—we became a strategic partner. Our first step: aligning Salesforce and MuleSoft to ensure the right data reached the right place at the right time. That foundation allowed us to rebuild confidence across teams and unlock the platform’s full potential.
Together, we:
Streamlined account opening with real-time data exchange, automated decisions, and intuitive user guidance
Automated issue and complaint management, reducing resolution times and boosting member satisfaction with clear insights and next-step recommendations
Eliminated swivel-chair work in call centers and operations by surfacing the right data at the right time
Enabled a true 360-degree member view by consolidating information across core banking, loan origination, and other systems
Launched dynamic engagement journeys to deliver timely, personalized communication based on member behavior and needs
Supported continuous innovation, working side-by-side with their team in sprints to evolve the platform as business goals shifted
What once felt like a failed investment is now the credit union’s core experience layer—powering critical interactions, driving operational efficiency, and creating more meaningful connections with members.
THE LARGER STORY
This sprint-based collaboration and governance did not end after go-live. We continue to evolve Salesforce, alongside the credit union’s changing business needs.
