Digital Banking Solutions for Banks and Credit Unions

Case Study: Towpath Credit Union

How a Mission-Driven Credit Union Elevated Its Digital Experience and Member Relationships with Alkami

Towpath Credit Union (Towpath), a $205 million asset financial institution serving Summit County, Ohio, is committed to delivering members the best experience while improving the financial wellness of their communities. Originally chartered in 1936 as Akron Teachers Credit Union, Towpath has evolved through a series of strategic mergers and visionary leadership.

Financial Institution Background

  • Go Live Date: March 2024
  • Location: Fairlawn, Ohio
  • Number of Branches: 4
  • Asset Size: $205M+
  • Member Size: 25K+
  • Core Provider: Corelation Keystone

In March 2024, the credit union underwent a complete digital transformation, choosing Alkami as their digital banking partner. As part of their conversion, they decided to overhaul all things digital. This bold move touched every part of their technology infrastructure, including core processing, digital banking, loan origination, and document management. They did it all, in one day – a true herculean effort.

Centering Growth Goals Around Member Needs

The leadership at Towpath set out with a powerful and clear intention: eliminate digital shortcomings that could deter potential members, modernize capabilities for current account holders, and support Towpath’s growth trajectory with a future-proofed digital banking platform. The credit union was seeking a digital banking solution that centralized every digital interaction with their members from card controls to financial wellness tools. Towpath's leadership knew their expectations for a new digital banking partner. They wanted a proven, innovative provider that would not only meet today's needs for consumers, but evolve with them and encourage their growth. The acquisitions of Segmint (Data & Marketing Solutions) and MANTL (Onboarding & Account Opening) signaled to Towpath that Alkami was committed to progress.

Additionally, the credit union prioritized ease of use, member security, financial wellness, innovative card and payment options, and continuous improvement—values mirrored in Alkami's product strategy, investments, and roadmap.

Embarking on their Implementation Journey

Executing a full-stack digital transformation in a single day is no small feat. Every department was involved, and member centricity was the cornerstone of their strategy. This conversion stemmed from one essential need: a digital foundation that would set the credit union up for growth and allow them to scale with ease.

Towpath’s marketing team did not leave anything up to chance - they connected deeply with their members to ensure they knew their preferred methods of communication and took note of what would ease any friction before their launch.

The credit union’s internal preparation was both thorough and deeply intentional. They cross-trained staff to prepare for a range of support needs and invested in a multi-channel communications campaign, including focus groups and a dedicated conversion page on their website, which quickly became a living and breathing resource frequently referenced by members.

"Our members had to re-enroll, which was a lift with 27,000 people on day one. But because of the groundwork, even if members had to re-establish credentials, once they got into the system, they loved it."

— Michael Sferro, President & CEO, Towpath Credit Union

Reimagining their ​​Digital Banking Experience

Through Towpath’s partnership with Alkami, the credit union delivered a member experience that wasn't just improved, but aligned with Towpath’s community-first ethos. At the heart of this transformation was a belief that digital banking solutions should not only be functional but should actively enhance members’ financial wellness and strengthen institutional relationships.

Seamless Integration and Centralized Access: Alkami enabled full integration of services directly within mobile and online banking allowing members to manage card settings—including freezing, unfreezing, and reporting lost cards—without leaving the application (app). Previously, such functions required a separate application or third-party interface. This centralization dramatically reduced friction and improved stickiness.

Enhanced Money Movement and Aggregation: With account aggregation, members can easily connect external accounts and move money effortlessly. These capabilities gave Towpath members a comprehensive view of their financial lives and positioned Towpath as a preferred hub for financial activity while delivering competitive insights into externally-held banking relationships.

Financial Literacy through SavvyMoney: Integrating real-time credit scores through SavvyMoney was especially impactful. Not only could members track their credit scores daily, but because those scores aligned with Towpath’s underwriting criteria, it enabled a clear path for financial improvement. Towpath’s CCUFC Program (Certified Credit Union Financial Counselors) enables members to take advantage of one-on-one financial support and strategy sessions where they have started leveraging SavvyMoney’s credit score solution in financial coaching sessions, creating a sense of transparency and trust.

"The score in the app is the credit score we use when underwriting. Members are gamifying savings and reaching out for better rates. That’s real financial empowerment."

— Michael Sferro, President & CEO, Towpath Credit Union

Improved Clarity with Transaction Enrichment: Alkami’s categorization and plain-language translation of transaction data gave members intuitive insights into their spending. Instead of indecipherable strings of numbers and vendor codes, members saw organized, human-readable summaries—an enhancement that both simplified and educated at the same time.

Security and Trust as Foundations: The improved multi-factor authentication (MFA) and fraud controls reassured members. These built-in safeguards allowed Towpath to confidently expand capabilities while maintaining rigorous security standards. Overall, the Alkami Platform delivered a comprehensive and digital experience that was not only functional but future-ready, allowing every interaction to reinforce Towpath's member-first values.

Transformative Marketing Impact Driven by Data

Towpath’s marketing engine, powered by Alkami’s Data & Marketing Solution, marked a seismic shift from broad, external advertising to precision engagement marketing with existing members. This pivot not only deepened member relationships but turned Towpath’s marketing department into a measurable driver of institutional growth.

Data-Driven Personalization: The ability to micro-target members based on their transactions and product usage using behavioral data tags meant Towpath could speak to members in context. Whether it was alerting someone to refinance a car loan or nudging them toward e-statements for environmental reasons, every message was relevant and timely.

Sustainability with an eDocs Campaign: One standout effort tied endangered animals in the nearby Cuyahoga Valley National Park to a sustainability message from the credit union: switch to eDocs and save the local habitat. With over 800 conversions and $42,700 in savings by eliminating physical paper statements, this campaign blended values with cost-savings results. It also demonstrated how marketing could align member action with Towpath’s mission.

Reclaiming Business with Wallet Share Campaigns: Through SavvyMoney’s wallet share feature, Towpath identified members banking elsewhere, particularly those who had competitive auto loans and credit cards, and ran targeted recapture campaigns. These not only recaptured about $1 million in auto loan payments monthly, but also repositioned Towpath as a primary institution for more members.

"Before Alkami, our marketing efforts were primarily outward-facing. Now, our biggest wins are internal. We’re reaching our existing members and growing our relationships digitally."

— Tessa Moretti, Director of Marketing & Communications, Towpath

Proactive Financial Support: Behavioral data tags enabled Towpath to identify patterns indicating financial stress, such as payday lender usage. This allowed the credit union to proactively offer safer alternatives to members; blending support with strategy.

"It’s not just segmentation for cross-selling purposes. It’s knowing who needs help and offering it before they ask."

— Tessa Moretti, Director of Marketing & Communications, Towpath

Achieving Measurable Outcomes

Towpath Credit Union saw immediate, measurable benefits from their platform investment:

"While we may be spending more on technology, our teams are driving more revenue and have become more efficient. That’s a win for us."

— Lisa Dawson, CFO, Towpath

Towpath has proven that institutions of any size can take bold steps to lead their markets with a best-in-class digital banking experience. With Alkami, they not only transformed their tech stack, but redefined how a credit union can show up for its members: digitally, securely, and meaningfully. Together, Alkami’s Solutions turned Towpath’s digital banking platform into a relationship powerhouse; one that earns back business, fosters trust, and helps members live better financial lives. This is more than a tech story. It’s a story of people, purpose, and possibility.

Interested in learning more?

J.D. Power 2025 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.

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