Navy Federal Credit Union Expands Marketing Capability with Infor CRM

Building Stronger Relationships with Military Members and Families

ATLANTA -  Apr 10, 2012

Infor, a leading provider of business application software serving more than 70,000 customers, today announced that Navy Federal Credit Union, the largest credit union in the world, has expanded its CRM footprint with Infor by selecting Infor10 CRM Enterprise Marketing (Epiphany) and Infor10 CRM Enterprise Email Advisor (Epiphany) to accompany its existing Infor10 CRM Enterprise Interaction Advisor (Epiphany) solution, which Navy Federal credits for already helping to generate more than $1 billion in annual revenue. CRM Enterprise Marketing replaces Navy Federal's existing outbound marketing platform.

News Points

  • An existing CRM Epiphany Enterprise Suite customer, Navy Federal will implement CRM Enterprise Marketing and Email Advisor to optimize its customer-centric multichannel marketing campaigns and communications.
  • Navy Federal has seen a 10 percent revenue increase in its lending portfolio since the implementation of CRM Enterprise Interaction Advisor, originally selected for its flexibility.
  • Adding CRM Enterprise Marketing and Email Advisor helps Navy Federal ensure that each member touch is focused on building a lifetime relationship with the member and their family.
  • The benefits that Navy Federal expects to receive from the Infor10 CRM Suite include:
    • Generating more member responses from fewer touches by taking a member's individual preferences into account, across all channels and types of communications
    • Easy-to-use but powerful analytical tools which give marketer's access to consolidated member data, previous campaign results and what if capabilities, to aid in the targeting process and ensure that the right members are targeted by the right initiatives at the right time and with the correct messaging vehicle
    • Completely individualized, intelligent emails driven from the industry-leading Infor E-mail Advisor predictive engine to respond to contextual data and generate real-time content upon email opening
    • Tracking opened emails and click-through responses to maintain the continual learning cycle and automatically adjust targeting to generate higher email click-through and response rates as well as member satisfaction with communications
    • Ad hoc reporting and analysis so decision makers can analyze the data, plus determine and replicate the most successful promotions

Navy Federal Credit Union Quote

"We can attribute more than $1 billion in revenue to the Infor Interaction Advisor product, which is the primary reason we have chosen to replace our current systems and expand our relationship with Infor," said Maritza DiSciullo, vice president, Member Research and Intelligence, Navy Federal Credit Union. "Personalizing our communications and marketing campaigns so that each member receives communications that are relevant and applicable to their current needs will not only help generate revenue, but allow us to continue to build stronger relationships with our members so that they remain with Navy Federal for life."

Infor Quote

"Infor's CRM Enterprise Epiphany enables companies to treat each customer as an individual on a broad scale.  The in-depth 360 degree view of customers' data and campaign history, combined with the ease of use of the analytical and campaign management functionality, allow Marketers to manage highly strategic, customer-centric marketing and communications programs across all of their customer facing platforms," said MJ Crabbe-Barberis, director of Global Product Marketing, CRM, Infor. "It's important in any industry to have a high level of customer satisfaction, but never more so than in a member-based business. Infor CRM ensures that companies are equipped with the sophisticated capabilities they need to attract and maintain those lifetime customers."

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About Navy Federal Credit Union

Navy Federal Credit Union is the world's largest credit union with more than 3.9 million members, 220 branch offices, $47 billion in assets, and more than 8,500 employees worldwide. The credit union serves all Department of Defense military and civilian personnel and their families. To learn more about Navy Federal Credit Union, visit www.navyfederal.org/.

About Infor

Infor is the world's third-largest supplier of enterprise applications and services, helping more than 70,000 large and mid-size companies improve operations and drive growth across numerous industry sectors.  To learn more about Infor, please visit www.infor.com.

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