CREATING A LOYAL

CREDIT UNION COMMUNITY

THROUGH GREAT MEMBER EXPERIENCES
CLOUDCHERRY IS THE PERFECT SOLUTION FOR YOUR

CREDIT UNION

ADOPT A JOURNEY-BASED APPROACH

CloudCherry is the first Voice of Member solution to adopt a journey-based approach to managing experiences in Credit Unions.

Credit unions can map customer journeys across multiple touchpoints – online, mobile, branches and more - and capture real-time data to identify cross-sell and up-sell opportunities across the member journey.

ADOPT <span>A JOURNEY-BASED APPROACH</span>
MAP MACRO AND MICRO JOURNEYS

Understand evolving member expectations and needs by mapping micro and macro journeys. Switch from macro to micro journeys to investigate how your Credit Union can handle interactions more tactfully.

Get a clear understanding of your members and how they interact at every stage of the journey, in order to optimize experiences.

MAP <span>MACRO AND MICRO JOURNEYS </span>
DISCOVER PAIN POINTS WITH JOURNEY ANALYTICS

CloudCherry's Journey Builder solution enables Credit Unions to not just build end-to-end customer journeys but also identify the inhibitors of a smooth omni-channel experience.

Find out the hassles members face while making payments, setting up accounts, or getting an issue resolved with a rep. Uncover pain points related to specific member actions that happen across multiple channels.

DISCOVER <span>PAIN POINTS WITH JOURNEY ANALYTICS </span>
USE WHAT-IF SCENARIOS TO PREDICT MEMBER BEHAVIOR

CloudCherry goes beyond telling you what members want today. Credit Unions can create what-if scenarios to predict financial returns on offers, deals, etc. and the experience they build around it.

What is the incremental revenue you gain by working on 'member requests handling time' and improving it by 15%? We help you prioritize investments and get tangible ROI from your member experience program.

USE WHAT-IF SCENARIOS <span>TO PREDICT MEMBER BEHAVIOR</span>
DERIVE CORRELATIONS BETWEEN DRIVERS OF LOYALTY

Leverage Path Analysis to identify critical drivers of member loyalty, understand the correlations between them and establish causation.

Does 'staff behavior' have the maximum correlation with high NPS ratings? What factors drive higher staff behavior ratings? Anticipate churn and proactively address member issues with our churn predictor solution.

DERIVE CORRELATIONS BETWEEN <span>DRIVERS OF LOYALTY</span>
DISCOVER MEMBER SENTIMENT WITH DEEP LEARNING

CloudCherry helps Credit Unions leverage deep learning and machine learning to analyze sentiment behind member conversations. Monitor reviews posted by members on social and comments on open-text responses to bucket the sentiment as positive, negative, or neutral.

Choose between various technologies - IBM Watson, Azure ML and CloudCherry’s own proprietary deep-learning algorithm - to get the most accurate analysis of member sentiment.

DISCOVER MEMBER SENTIMENT <span>WITH DEEP LEARNING </span>
ADDRESS CUSTOMER FEEDBACK IN REAL-TIME

With CloudCherry’s real-time solution, member churn is no longer a worry. Be alerted of negative feedback and address it in real-time. Credit unions can also be alerted on positive feedback as well to identify loyal members and, recognize and reward employees.

Set conditions for different questions in surveys. For instance, get notified in real-time for when a member rates 'staff service' less than 5 out of 10 with the alert being sent to the the concerned department who can then look into the issue.

ADDRESS CUSTOMER FEEDBACK <span>IN REAL-TIME</span>
SET ALERTS FOR MULTIPLE TEAMS ACROSS TOUCHPOINTS

Set real-time alerts on member feedback at multiple touchpoints for multiple teams in order to proactively identify unhappy members and resolve their issues on time.

Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and employees – member support agents, branch managers, marketing heads, and more.

SET ALERTS FOR <span>MULTIPLE TEAMS ACROSS TOUCHPOINTS </span>
GET REAL-TIME MEMBER EXPERIENCE REPORTS

Always stay up to with member experience reports which give you a detailed snapshot of what is happening at your Credit Union and what members are saying about you.

Download detailed customer experience reports in multiple formats. These reports can also be customized for different teams and employees based on their responsibilities so that they view data that is relevant to them.

GET REAL-TIME <span>MEMBER EXPERIENCE REPORTS </span>
RUN UNLIMITED SURVEYS ACROSS MULTIPLE TOUCHPOINTS

CloudCherry empowers Credit Unions to run any number of member surveys across various touchpoints. Leverage website, email, IVR, tablet, in-app, or pop-up surveys to engage with members and collect contextual feedback.

Our omni-channel framework enables member experience heads, marketing and sales professionals to work with larger data sets to derive actionable insights.

RUN UNLIMITED SURVEYS <span>ACROSS MULTIPLE TOUCHPOINTS </span>
BRING DATA INTO A CENTRALIZED PLATFORM

Eliminate the need to manually bring together different data sets. We ensure that the feedback collected across different touchpoints is brought into a centralized dashboard for analysis.

This enables Credit Unions to look at member data holistically, create effective omni-channel experiences, and seamlessly integrate digital (website, online experiences) and physical channels (branches, contact centers).

BRING DATA INTO <span>A CENTRALIZED PLATFORM </span>
CUSTOMIZE OMNI-CHANNEL SURVEYS ON OUR QUESTIONNAIRE BUILDER

Create and customize omni-channel surveys on our Questionnaire Builder in no time.

Select from different question types (ratings, multiple-choices, yes/no, and more), set flexible conditions for questions and assign tags to questions. Our drag-and-drop functionality enables you to effortlessly create, modify, delete, and reorder questions.

CUSTOMIZE OMNI-CHANNEL SURVEYS ON <span>OUR QUESTIONNAIRE BUILDER </span>

A JOURNEY-BASED APPROACH

ADOPT A JOURNEY-BASED APPROACH

CloudCherry is the first Voice of Member solution to adopt a journey-based approach to managing experiences in Credit Unions.

Credit unions can map customer journeys across multiple touchpoints – online, mobile, branches and more - and capture real-time data to identify cross-sell and up-sell opportunities across the member journey.

ADOPT <span>A JOURNEY-BASED APPROACH</span>
MAP MACRO AND MICRO JOURNEYS

Understand evolving member expectations and needs by mapping micro and macro journeys. Switch from macro to micro journeys to investigate how your Credit Union can handle interactions more tactfully.

Get a clear understanding of your members and how they interact at every stage of the journey, in order to optimize experiences.

MAP <span>MACRO AND MICRO JOURNEYS </span>
DISCOVER PAIN POINTS WITH JOURNEY ANALYTICS

CloudCherry's Journey Builder solution enables Credit Unions to not just build end-to-end customer journeys but also identify the inhibitors of a smooth omni-channel experience.

Find out the hassles members face while making payments, setting up accounts, or getting an issue resolved with a rep. Uncover pain points related to specific member actions that happen across multiple channels.

DISCOVER <span>PAIN POINTS WITH JOURNEY ANALYTICS </span>

PREDICTIVE FINANCIAL LINKAGE

USE WHAT-IF SCENARIOS TO PREDICT MEMBER BEHAVIOR

CloudCherry goes beyond telling you what members want today. Credit Unions can create what-if scenarios to predict financial returns on offers, deals, etc. and the experience they build around it.

What is the incremental revenue you gain by working on 'member requests handling time' and improving it by 15%? We help you prioritize investments and get tangible ROI from your member experience program.

USE WHAT-IF SCENARIOS <span>TO PREDICT MEMBER BEHAVIOR</span>
DERIVE CORRELATIONS BETWEEN DRIVERS OF LOYALTY

Leverage Path Analysis to identify critical drivers of member loyalty, understand the correlations between them and establish causation.

Does 'staff behavior' have the maximum correlation with high NPS ratings? What factors drive higher staff behavior ratings? Anticipate churn and proactively address member issues with our churn predictor solution.

DERIVE CORRELATIONS BETWEEN <span>DRIVERS OF LOYALTY</span>
DISCOVER MEMBER SENTIMENT WITH DEEP LEARNING

CloudCherry helps Credit Unions leverage deep learning and machine learning to analyze sentiment behind member conversations. Monitor reviews posted by members on social and comments on open-text responses to bucket the sentiment as positive, negative, or neutral.

Choose between various technologies - IBM Watson, Azure ML and CloudCherry’s own proprietary deep-learning algorithm - to get the most accurate analysis of member sentiment.

DISCOVER MEMBER SENTIMENT <span>WITH DEEP LEARNING </span>

REAL-TIME ALERTS & REPORTING

ADDRESS CUSTOMER FEEDBACK IN REAL-TIME

With CloudCherry’s real-time solution, member churn is no longer a worry. Be alerted of negative feedback and address it in real-time. Credit unions can also be alerted on positive feedback as well to identify loyal members and, recognize and reward employees.

Set conditions for different questions in surveys. For instance, get notified in real-time for when a member rates 'staff service' less than 5 out of 10 with the alert being sent to the the concerned department who can then look into the issue.

ADDRESS CUSTOMER FEEDBACK <span>IN REAL-TIME</span>
SET ALERTS FOR MULTIPLE TEAMS ACROSS TOUCHPOINTS

Set real-time alerts on member feedback at multiple touchpoints for multiple teams in order to proactively identify unhappy members and resolve their issues on time.

Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and employees – member support agents, branch managers, marketing heads, and more.

SET ALERTS FOR <span>MULTIPLE TEAMS ACROSS TOUCHPOINTS </span>
GET REAL-TIME MEMBER EXPERIENCE REPORTS

Always stay up to with member experience reports which give you a detailed snapshot of what is happening at your Credit Union and what members are saying about you.

Download detailed customer experience reports in multiple formats. These reports can also be customized for different teams and employees based on their responsibilities so that they view data that is relevant to them.

GET REAL-TIME <span>MEMBER EXPERIENCE REPORTS </span>

OMNI-CHANNEL FRAMEWORK

RUN UNLIMITED SURVEYS ACROSS MULTIPLE TOUCHPOINTS

CloudCherry empowers Credit Unions to run any number of member surveys across various touchpoints. Leverage website, email, IVR, tablet, in-app, or pop-up surveys to engage with members and collect contextual feedback.

Our omni-channel framework enables member experience heads, marketing and sales professionals to work with larger data sets to derive actionable insights.

RUN UNLIMITED SURVEYS <span>ACROSS MULTIPLE TOUCHPOINTS </span>
BRING DATA INTO A CENTRALIZED PLATFORM

Eliminate the need to manually bring together different data sets. We ensure that the feedback collected across different touchpoints is brought into a centralized dashboard for analysis.

This enables Credit Unions to look at member data holistically, create effective omni-channel experiences, and seamlessly integrate digital (website, online experiences) and physical channels (branches, contact centers).

BRING DATA INTO <span>A CENTRALIZED PLATFORM </span>
CUSTOMIZE OMNI-CHANNEL SURVEYS ON OUR QUESTIONNAIRE BUILDER

Create and customize omni-channel surveys on our Questionnaire Builder in no time.

Select from different question types (ratings, multiple-choices, yes/no, and more), set flexible conditions for questions and assign tags to questions. Our drag-and-drop functionality enables you to effortlessly create, modify, delete, and reorder questions.

CUSTOMIZE OMNI-CHANNEL SURVEYS ON <span>OUR QUESTIONNAIRE BUILDER </span>
THE ULTIMATE CREDIT UNION GUIDE TO

Member Experience

CHOOSE THE BEST SOLUTION FOR YOUR

CREDIT UNION

Our leading Member Experience Management solution enables credit unions to design end-to-end member journeys. Readily integrate member experience with operational data sources to get a complete understanding of your members. CloudCherry helps you improve member retention rates, identify cross-sell and up-sell opportunities, focus on micro-relationships, and make trust the key driver of member loyalty and retention.

MEMBER EXPERIENCE MANAGEMENT

With CloudCherry’s Member Feedback Management solution, run unlimited surveys across multiple touchpoints to capture member feedback. Monitor and improve key performance metrics and get real-time alerts on feedback to address member issues proactively. Leverage insights from multiple channels – website, branches and contact centers, for instance – to rectify gaps along the member journey and deliver delightful experiences consistently.

MEMBER FEEDBACK MANAGEMENT

Our Voice of Member solution is designed to make member feedback a key driver of credit union growth. Close the feedback loop intelligently on time and generate reports that provide detailed insights into member experience. Credit Unions can also drive contextual campaigns through data segmentation, create personalized dashboards and goals, and proactively send out member surveys to capture feedback at the right touchpoint at the right time.

VOICE OF MEMBER
SEAMLESS READY-TO-GO

INTEGRATIONS

INTEGRATIONS INTEGRATIONS
DELIGHTING

MILLIONS

The dashboard is incredible. No more manual manipulation of data for analysis. The CloudCherry team is incredibly professional and hard working. They are willing to work with us to provide us with the exact tool we want. This product is highly customizable which is what we were looking for.

Melissa Crowe | Senior Director, Quality & Business Continuity

Desert Schools Federal Credit Union
Our Success Story with Desert Schools

How Arizona’s largest CU transformed member experience by automating surveys, and centralizing feedback

The Member Experience guide for CUs

Here's our Ultimate guide for Credit Unions to map, monitor and improve member journeys.

Desert Schools Federal Credit Union

The dashboard is incredible. No more manual manipulation of data for analysis. The CloudCherry team is incredibly professional and hard working. They are willing to work with us to provide us with the exact tool we want. This product is highly customizable which is what we were looking for.

Melissa Crowe | Senior Director, Quality & Business Continuity

Our Success Story with Desert Schools

How Arizona’s largest CU transformed member experience by automating surveys, and centralizing feedback

The Member Experience guide for CUs

Here's our Ultimate guide for Credit Unions to map, monitor and improve member journeys.

Creating seamless omni-channel experiences for

Credit Unions

CloudCherry is a real-time Voice of Member solution that helps Credit Union monitor Member Experiences, track loyalty metrics and drive profitability.
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BY
Cisco Microsoft Salesforce Capilary

Trusted

By
G2 Growd GeoTrust