One of the credit union’s key areas of focus: loan payments.

While Apple FCU already offered digital loan payment options through its mobile and online banking platform, there were limitations, particularly for indirect borrowers or members paying from external accounts. The process required full account enrollment and was optimized more for traditional members than one-time or guest users. Recognizing an opportunity to expand payment flexibility, Apple FCU set out to modernize.

“We had digital loan payment capabilities in place, but we wanted to give members more choices,” said Dave Gorham, VP of Digital Solutions. “The goal was to enhance the experience, not just for logged-in users, but for anyone needing to make a payment quickly and easily.”

“We didn’t want a bolt-on,” said Gorham. “We needed something tightly integrated into our existing tech stack and user experience.”

Frequent payment-related inquiries exposed gaps in the member experience. As a result, staff spent considerable time addressing routine questions, time that could have been better spent on higher-impact, relationship-driven service.

In 2022, Apple FCU’s leadership prioritized payment modernization as part of a broader digital roadmap. The goal: introduce a scalable, embedded solution that unified the payment experience across channels while integrating seamlessly with Alkami, Apple’s digital banking platform.

"We were actively mapping out our next wave of digital improvements, and Alacriti fit right in,” said Gorham. “It was clear they could meet our needs, both from a technical standpoint and from a member experience perspective."

Alacriti’s loan payment solution provided multiple ways for members to pay: logged-in experiences, external Quick Pay flows, agent-assisted options, and integrations with real-time payment rails like RTP and FedNow. Crucially, it allowed Apple FCU to extend digital payment functionality beyond the walls of online banking, without compromising the user experience.

“The real game-changer was opening up access for indirect members,” said Ed Gross, VP of Payments. “We didn’t eliminate what we had, we added options that made payments easier for more people.”

The integration with Alacriti has helped Apple FCU transform a previously complex and lengthy GL-based money movement process into a streamlined, modern operation, freeing up resources and reducing the potential for back-office errors.

Their investment in the loan payments solution is already paying off. Between increased efficiencies and convenience fee revenue, Apple FCU recovered nearly a third of its Alacriti investment within the first six months.

“It’s delivering value both in savings and in satisfaction,” said Gorham. “And it’s something our members use and appreciate.”

“We often saw members who genuinely wanted to pay but weren’t sure how,” said Gorham. “This gives them a clear, fast path, and that’s made a huge difference.”

A major win has been the ability to better serve indirect borrowers, those who secure loans through dealerships but may not enroll in digital banking.

Previously, these borrowers had to register for online banking to make a payment, which many never did. Now, they can complete a loan payment directly from Apple FCU’s website without needing a login.

Apple FCU’s success is the result of intentional planning, strong partnerships, and a relentless focus on member needs. Their approach shows how a well-integrated digital payment solution can deliver tangible results and lay the groundwork for continued digital progress.

“This is part of a larger modernization journey,” said Gross. “We’re committed to expanding our digital capabilities and doing it in a way that aligns with our platform and our members.”

“It’s a powerful, flexible platform, but you have to dig in,” said Gross. “From GL mapping to settlement flows, take the time to understand how everything works. Do it right, and you’ll get the return.”