Founded in 1957, Ent is Colorado’s largest credit union and ranks among the top 25 nationwide. Known for its commitment to member experience, community impact, and workplace excellence, Ent has earned the trust of both its members and employees — along with recognition as a “Best Regional Credit Union” by Newsweek and a spot in national “Best-in-Class Workplace” rankings.
Key Information
Deliverables
Improved Member Engagement and Conversion
Centralized Operations and Relationship Management
Accelerated Time to Value and Business Agility
AI-Powered Automation and Intelligent Service
Turning Onboarding into a Strategic Growth Lever
Member onboarding is the first — and often most important — step in the credit union journey. It sets the tone for how valued, supported, and understood a member feels from day one. At Ent Credit Union, this stage was once a missed opportunity, particularly for indirect auto loan members, who frequently disengaged after their loan was fulfilled.
That’s why one of the most impactful improvements Ent has achieved with Creatio is its reimagined onboarding process. With Creatio AI-native platform, Ent launched automated onboarding journeys that welcome new members, introduce them to Ent’s broader offerings, and guide them toward deeper financial relationships. AI-powered insights ensure that the right product recommendations and personal touches are delivered at the right time, whether through contact center conversations, targeted communication, or in-branch consultations.
This shift has directly contributed to an 18.5% increase in new deposit conversions and an 8.5% uplift in new loan conversions, driving a ~$1.4M YOY increase in annual revenue — proving that onboarding isn’t just the first step, it’s a powerful growth engine.
With Creatio, we’re reaching indirect members who were once beyond our grasp and turning them into lasting relationships.
Enterprise-Scale Efficiency with Just Three Admins
With a lean team, a member-first mindset, and a cutting-edge AI-native platform, Ent Credit Union is redefining how it serves members and operates internally. The adoption of Creatio has not only closed longstanding operational gaps but also accelerated innovation and improved day-to-day efficiency. What makes this transformation even more remarkable is that the entire platform — supporting 1,200 users and more than 340 service scenarios — is managed by just three administrators and runs entirely on no-code tools. It’s a compelling example of how no-code and intelligent automation can deliver enterprise-scale results with minimal overhead.
We manage a group of 1,200 users with an admin team of just three people and we deliver the best CRM experiences we’ve ever had. I’m a big believer in the no-code solutions available from Creatio. We’ve seen the value firsthand. We’ve been able to reimagine and rebuild workflows that are truly bespoke to our organization and we’re doing it entirely with no-code tools.
A major catalyst in this transformation has been the centralization of member data across channels. By consolidating siloed systems and information into a single platform, Creatio provides Ent with a 360° view of every member, giving staff full visibility into financial products, service history, and engagement preferences. Whether in a branch, on a call, or in the field, employees now have the insights needed to deliver consistent, personalized service at every touchpoint.
As AI becomes a core part of Ent’s strategy, it further amplifies the power of this centralized data, transforming raw information into real-time, actionable insights. This is especially critical in a complex service environment like Ent’s, where Creatio handles over hundreds of unique case types. With AI-native CRM, manual processes have been replaced with automated journeys and intelligent routing, allowing member service reps to focus more on people and less on navigating systems.
The centralization of data gives us member 360. But AI really takes that data up a notch rather than trying to sift through tons of data, the AI can help us aggregate summary views that are more relevant during that interaction or even prompts for products and services that might be more relevant to that member.
From Data Overload to Targeted Action with Creatio AI
For Ent Credit Union, AI is no longer just a concept, and it’s becoming a practical force behind smarter service, faster decision-making, and more personalized member experiences. With Creatio, Ent is laying the groundwork for a future where employees are supported by real-time insights, predictive prompts, and contextual guidance across every channel.
By unifying data across systems, the platform enables staff to spend less time searching and more time serving. Rather than digging through disconnected tools, employees benefit from AI-powered summaries, next-best product recommendations, and automated case guidance — all tailored to the member’s journey.
Rather than trying to sift through tons of data, AI can help us summarize what’s most relevant, or suggest products and services that make sense for where that member is in their journey.
Ent also sees promise in Creatio’s role-based AI agents, which could adapt to the needs of different frontline roles — from outbound sales to branch service — and provide targeted assistance based on real-time context.
As Ent continues to scale its platform, Creatio’s AI capabilities are expected to play a larger role in automating routine actions, surfacing opportunities, and helping staff focus more on the member, not the system.
