Customer Success Story
Salal Credit Union achieves 50% faster applications and a 27 point increase in new member NPS
How Salal Credit Union created a seamless experience from application to decision with MeridianLink Access
Headquarters: Seattle, WA
Branch locations: 4
Members: 60,000+
Managed assets: $1.2B
The opportunity
Upgrading to modern, member-focused digital experiences
Salal Credit Union saw an opportunity to reimagine its digital application experience into a more modern, intuitive journey aligned with today’s expectations for fast, mobile-first banking.
While already using MeridianLink® Portal for digital applications, Salal recognized that evolving member expectations required greater flexibility and a more seamless end-to-end experience. Limited configurability made it challenging to fully optimize workflows, streamline application completion, and deliver the level of personalization members increasingly expect. As a result, applications often required more steps than necessary, involved multiple touchpoints to complete, and created delays between submission and booking.
Leveraging its existing relationship with MeridianLink, Salal upgraded from Portal to MeridianLink® Access—the company’s modern, configurable digital application solution.
The solution
MeridianLink Access + MeridianLink Consulting
Salal implemented MeridianLink Access and partnered with MeridianLink Consulting’s Process Assessment service to redesign its digital application experience end-to-end. The credit union launched all major product workflows simultaneously and used Access’ configurable tools to streamline processes, improve flexibility, and create a smoother journey from application to decision.
Why Salal Credit Union upgraded MeridianLink Access
50% faster application completion times, paired with a 29% increase in conversion-to-completion rates, significantly improving funnel efficiency and reducing drop-off.
38% faster application-to-booking timeline, enabling quicker decisions and a more streamlined path from submission to account opening and funding.
27-point increase in new member Net Promoter Score, reflecting a materially improved digital experience and higher overall member satisfaction.
The results
Stronger experiences | Faster decisions | Higher engagement
The transition from Portal to MeridianLink Access delivered measurable gains across& both member experience and operational performance.
Members are now completing applications faster and with fewer points of friction, while employees benefit from more complete submissions that require less follow-up. This has helped accelerate decisioning, reduce operational burden, and improve efficiency across the organization.
Member sentiment saw a significant uplift, with NPS rising from 61.11 in Q4 to 88.24 in Q1, alongside a noticeable decline in complaints. These improvements translated into immediate business impact, including a credit card campaign that generated 21 applications in a single weekend—compared to just 3 total applications over the previous seven-week period.
Salal Credit Union is now positioned with a stronger foundation for scalable digital growth, enabling experiences that support deeper member relationships as the organization continues its journey toward greater automation.
