The Right Tools Can Amplify The Right Values

ELGA Credit Union Sees Sustained Delinquency Reduction, Operational Efficiency Gains & Enhanced Member Experience with AKUVO.

Improved Outreach

Outreach effectiveness without more staff.

Delinquency Reduction

Reduced overall delinquency rate for six consecutive months.

Working Smarter

Collectors are targeting the right accounts.

Member Mission

Alignment between technology & member experience.

Introduction

Headquartered in Grand Blanc, Michigan, ELGA Credit Union serves more than 100,000 members across 13 branches. With a strong community focus and a mission to provide reliable financial solutions for all—especially underserved and financially vulnerable members—ELGA CU prides itself on balancing innovation with compassion. In September 2024, ELGA CU implemented AKUVO’s cloud-native collections platform to modernize its collections operations and strengthen member relationships

Challenge

As delinquency rates climbed nationwide, ELGA CU faced the challenge of maintaining its consumer-first collections approach while increasing portfolio performance and efficiency. The goal was to achieve significant gains without increasing headcount, while also empowering collectors to be more strategic and focused in their outreach.

Solution

AKUVO’s platform delivered a flexible, intuitive system designed to help ELGA CU’s collectors prioritize accounts effectively, automate workflows, and improve member engagement. The system’s real-time data, automated playbooks, and segmentation tools aligned seamlessly with ELGA CU’s existing strategy, providing a powerful foundation for measurable change.

Efficiency Without Expansion

A standout aspect of this transformation? It happened with no change to staffing levels.

“I have not changed anything structurally in my department, and due to current economic conditions, the credit union’s loan portfolio is actually shrinking.” Champagne shared.” The efficiencies gained from the AKUVO platform has absolutely helped us mitigate delinquency.”

Collectors are not working more—they’re working smarter. The platform empowers the team to target the right accounts, streamline workflows, and focus their time where it matters most

Following go-live in late September 2024, ELGA began seeing results almost immediately. By November, both under- and over-60-day delinquency rates were in decline and continued falling month over month, even as national delinquency rates trended upward. The data paints a clear picture:

Strategic Outreach Drives Better Conversations

While call volume remained relatively steady, ELGA CU’s outreach became significantly more effective. Collectors could now work through high-volume, low-complexity accounts quickly and focus their attention on at-risk members earlier in the delinquency cycle.

“The AKUVO platform helps surface the right accounts at the right time. It is not about producing more calls – it is about higher quality contacts,” said Champagne. “Especially in the early delinquency stage, our collection staff can now spend more time helping members avoid hitting 30 days delinquent, rather than chasing down already seriously past due loans.”

Technology That Supports ELGA CU’s Member-First Mission

ELGA CU’s collections philosophy is deeply rooted in empathy, especially when working with financially vulnerable members. AKUVO’s platform enables that approach at scale through tailored workflows, segmentation, and automation that honor each member’s unique circumstances.

“If you give a member with a sub-prime credit score a loan, you need to have a different collection strategy. We are not here to make their situation worse, we are here to improve their financial outlook. AKUVO helps us serve those members in the best way possible.”

Most Impactful Feature: Customizable Playbooks

When asked to name the most valuable aspect of the platform, Champagne didn’t hesitate: the flexibility of AKUVO’s playbooks.

“We can automate, adapt, and optimize quickly. Whether it’s a repossession workflow or an early-stage contact strategy, we can make adjustments without relying on IT or third parties. That control is a game changer.”

"We are operating in a very unfavorable environment for delinquency right now. Most financial institutions are seeing delinquencies rise. We have watched our overall delinquency ratio decline for the past six straight months, it is clear the AKUVO platform is having a real impact on our collection efforts."

Douglas Champagne

Credit Solutions Manager

Looking Ahead

ELGA CU’s success with AKUVO is more than a technology story—it’s a case study in how the right tools can amplify the right values. By blending smart automation with a deeply human approach, ELGA CU is not only improving performance but also building stronger, more resilient relationships with its members.