Top US Credit Union
Solution Stack
Salesforce Financial Services Cloud, MuleSoft, Jack Henry Symitar
Business Units
Member Services, Data Operations
Services
Implementation, Integrations, Delivery-as-a-Service
Timeline
Multi-year strategic partnership
When the Platform Stops Working for You
A $4B credit union in the U.S. came to Fortimize with a problem that felt all too familiar: a Salesforce and MuleSoft implementation that had gone sideways with a prior partner.
Problem
Fragmented sprints, unresolved integration issues, and a data model built around accounts instead of members had left the team frustrated and without traction. Staff could not get a reliable view of who they were serving. Branches were toggling between systems just to answer basic member questions. The investment had been made, but the platform was not delivering, and confidence across the organization was eroding fast.
Process
Fortimize re-architected the MuleSoft integration and redefined the data model from the ground up, centering everything on members rather than accounts.
By transforming and governing account data from Jack Henry Symitar into clean, structured member data, every team from service to lending gained real-time access to member relationships, service history, and household context inside Salesforce.
The team stabilized the platform sprint by sprint, building trust through delivery rather than promises, and working closely alongside the credit union’s internal stakeholders at every step.
Results
What began as a rescue engagement became the foundation for everything that followed. The credit union moved from a platform they tolerated to one their teams depended on, and the relationship with Fortimize grew from a single recovery project into a multi-year strategic partnership.
Today this credit union is recognized as one of Salesforce’s flagship credit union customers, operating Salesforce wall-to-wall across the organization from the branch to the boardroom, with $2M+ in annual license spend and a $1.4M managed services renewal.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Investment Rescued | Manual Verification Eliminated | MuleSoft Re-Architected |
Salesforce Flagship | Reliable In-Branch Data | Complexity Reduced |
Impact on Clients
Today, a member service representative opens one screen and sees the full relationship, loans, deposits, service history, and household, before saying hello. That is what credit union membership is supposed to feel like.
Before, representatives put callers on hold to piece together account history across three systems. Members who had been treated as account numbers rather than people now experience something different: a credit union that remembers them, recognizes their household, and can have a real conversation instead of asking them to start from the beginning every single time.
Growth Built In
What started as a rescue engagement never stopped growing. The Member 360 foundation became a launchpad: dealer lending visibility, a scalable SEG pipeline for employer and organization-based member acquisition, and dispute management rebuilt inside Financial Services Cloud. Each expansion built on the last.
