Smooth Sailing on a New System

Check out these Best Practices for Optimized Online Banking

You know offering a sophisticated and convenient way for members to interact with their finances is important.   Equally important, is preventing members from experiencing a moment of panic upon logging in to a seemingly foreign online banking homepage. That’s why, if you are one of the many credit unions looking to offer an enhanced platform, member communication can be as critical to the success of the platform as the technology!  Since we’ve helped credit unions navigate a new product roll out, like Jwaala, we wanted to share some of our best practices!

Tips for a Smooth Rollout:

  • Make sure marketing and operational staff communicate how the product will be introduced to ensure a smooth implementation
  • Inform members of the new platform in advance— if you plan ahead, you will have less questions post implementation
  • Introduce to staff prior to unveiling the product to members to make sure they are aware of all key dates
  • Train frontline staff so they are able to give tutorials to members if needed
  • Demonstrate ease of use and key features
  • Include FAQs in newsletter and email announcements
  • Review member agreement/disclosure to ensure it is up-to-date with the name of your new platform (if applicable)
  • Make sure all current communications pieces are updated, and promoted through consistent, highly visible pieces, including web banners, newsletter articles, statement inserts, lobby posters, take-ones, direct mail postcards and targeted email communications.

The latest platforms have bells and whistles that can make money management fun (relatively speaking) be sure to highlight key member benefits:

  • Search transactions with “Google” ease
  • Manage accounts completely online
  • Customized dashboard and reporting


When members and staff are all on board, the journey to a better online banking platform is pleasingly pleasant!