In more ordinary times, mergers and acquisitions are huge undertakings for credit unions. They’re both challenging and exciting.
Those characteristics haven’t changed as a result of the coronavirus (COVID-19) but the pandemic-driven digital transformation that has occurred adds a new layer of complexity and consideration to the process.
This episode of the CUNA News Podcast features Carrie Stapp, senior vice president of financial institution product management at Harland Clarke. In her role, Stapp works with financial institutions to plan, manage, and execute engagement strategies. This is particularly important during mergers and acquisitions, when existing and acquired members need to know they are valued and how they will benefit from the changes.
Stapp points out that mergers and acquisitions in the financial services industry have picked up during the pandemic, and convenient, scalable digital tools are essential for shepherding members through the M&A process. She explains how mergers and acquisitions can affect the member experience as well as employee morale, and provides guidance for effective communication with members and staff at various stages of the M&A road map.
Stapp also shares crucial advice for making the most of the membership base acquired during an M&A and honing the member service experience so contact centers are well-prepared to support requests and answer questions from beginning to end of the process.
In this episode:
2:21: How digital affects M&A activity
6:07: "Starting with the member in mind"
9:46: Potential of the acquired member base
13:34: Mapping a communication strategy
18:00: The member service experience
20:13: Smoothing the transition process
22:21: Stay organized and boost morale