Fibre Federal Credit Union | Washington | Assets: $1.6 Billion

Since its inception, Fibre Federal Credit Union has been dedicated to advancing financial well-being for its members and the communities it serves. Committed to helping members achieve their financial goals, Fibre Federal continuously seeks solutions to overcome financial obstacles.

In early 2023, Fibre Federal launched a strategic effort to understand members' financial challenges more deeply, allowing them to provide better solutions. Partnering with Marquis, Fibre Federal leveraged Marquis’s tools to gain insights, identify barriers to saving, and deliver timely, personalized communications that have made a real impact.

Recognizing the growing concern of financial stress among members, Fibre Federal used Marquis’s digital communication tools to launch a financial wellness survey to gather feedback. Marquis’s user-friendly tool enabled the marketing team to create a branded, customized survey on their website. Seamlessly integrated across various channels—including the website, radio, branch displays, and email—the survey provided key insights into members' financial challenges. The results highlighted three primary concerns:

1. Living paycheck to paycheck with no financial buffer.
2. Feeling perpetually behind financially.
3. The belief that saving money is nearly impossible.

A notable 43% of members agreed with the statement, “I feel like I can’t save money.” This feedback underscored an urgent need for more approachable and accessible savings products tailored to members' financial situations.

Fibre Federal formed a cross-functional team to develop a solution based on the survey’s findings. Their “Money Builder Share Certificate”—a savings product designed to minimize entry barriers—originally had a minimum deposit requirement of $100. Realizing that this was still a hurdle for some members, Fibre Federal reduced the minimum deposit to $25, empowering more members to start saving confidently.

One of Fibre Federal Credit Union’s biggest challenges with its financial wellness initiatives had been raising member awareness.

To ensure members were informed about the updated savings product, it was crucial to reach the right members with the right message at the right time. Recognizing the importance of effective, targeted communication, Fibre Federal turned to Marquis’s solutions to launch a dynamic, multi-channel marketing campaign. Using Marquis’s P$ycle append data tool, Fibre Federal segmented its member base to identify those most likely experiencing financial challenges.

With Marquis’s Campaign Builder, Fibre Federal executed a targeted, multi-channel campaign, using personalized video emails and text messaging. The content featured relatable imagery and encouraging messages, such as:

"It Gets Easier After the First Push. Start saving with as little as $25 with a Money Builder Share Certificate."

This messaging encouraged members to take small, manageable steps toward financial security.

By leveraging Marquis, Fibre Federal gained actionable insights into its member base, enabling the credit union to identify and target members most in need. Marquis’s digital communication solution allowed Fibre Federal to deploy strategic, personalized messaging, resulting in increased response rates and deeper member engagement.

Engagement: The email campaign achieved a 39% open rate—well above industry standards. Of those engaged, 31 members opened Money Builder Share Certificates, making email the most effective channel in the overall campaign.

Savings Growth: In just one quarter, Fibre Federal opened 98 Money Builder accounts, totaling $937,407 in deposits. This represented a 316% increase in accounts and an astounding 3451% growth in balances compared to the 31 accounts opened in the previous year, totaling $27,165.

“Our members shared their financial struggles, and Marquis empowered us to listen and respond. By lowering the barrier to saving, we’ve helped members take control of their finances. This campaign has shown us the powerful impact of targeted, personalized email. We couldn’t have achieved this level of engagement and results without Marquis’s data-driven solutions.”

 — Heather Snyder, AVP of Marketing & Community Development at Fibre Federal Credit Union

With Marquis, Fibre Federal transformed a simple survey into a powerful tool for member empowerment. By actively listening to and addressing member feedback, Fibre Federal has promoted financial health within its community. Moving forward, Fibre Federal aims to strengthen its partnership with Marquis, using data-driven solutions to further support members, launch new initiatives, and accelerate growth.