Consumers Credit Union:
Change Management for CRM Implementation

Consumers Credit Union (CCU), a prominent financial institution in the Chicago suburbs since 1930, identified the need for a new customer relationship management (CRM) system that would be essential in improving service delivery across its 15 branches and to effectively manage over $3.5 billion in assets for more than 220,000 members.

The introduction of this new CRM system highlighted the importance of establishing structured change management approach. After a careful selection process, CCU partnered with TTA, leveraging their expertise in change management to guide the CRM’s implementation. We developed a comprehensive change management methodology and training strategy that extended beyond the CRM rollout to foster a culture adept at navigating change across all departments. This strategy included using tools like videos, job aids, and collaborative sessions to enhance the effectiveness of the program, ensuring that managers and employees were well-equipped to manage transitions. The alignment of this program with CCU’s broader strategic goals ensured that every aspect of the initiative contributed to enhancing operational efficiencies, achieving 100% adoption of the CRM across all member support departments, and standardizing change practices company-wide. The success of this initiative has set a solid foundation for sustainable change and continued growth at CCU, demonstrating the effectiveness of integrating a structured change management framework into their organizational processes.