First City Credit Union Modernizes Member Communications with Eltropy

Eltropy, the leading AI-powered digital conversations platform for community financial institutions, announced today that First City Credit Union has selected its Unified Platform to improve how it communicates with members across all departments and channels. The partnership is a key step in the credit union’s progress towards becoming a digital-first organization.

First City Credit Union’s journey began with leadership seeking a better way to connect with members for the best member experience possible. The credit union began using Eltropy for its lending department and experienced immediate success, which fostered confidence in the platform’s ability to handle everything from secure texting to a broader AI strategy. The initial project showed that Eltropy could combine communication vendors into a single, cohesive system, a critical step for a growing institution.

“At First City Credit Union, we don’t just adopt technology for the sake of technology – we embrace transformation. When we considered Eltropy, we wanted a partner who understood our vision to meet members where they are and deliver experiences that reflect their lives, not just their accounts,” said Sam Tate, Senior VP, Chief Operating Officer at First City Credit Union. “The Eltropy team showed us they were aligned with our member-first mindset, and that created the trust that made this decision easy for us.”

Connecting with Members, Anytime, Anywhere

This new communications platform will allow First City to:

• Give members a choice in how they communicate, whether by text, voice, or chat.
• Consolidate communication from various departments into one single platform.
• Use AI to automate routine interactions and provide faster, round-the-clock service.
• Help staff work more efficiently, dedicating more time to complex member needs.

“This isn’t just a vendor relationship – it’s a strategic move to elevate how we serve, connect, and grow together,” added Tate.

The decision to expand the Eltropy partnership was driven by the desire to provide a consistent, high-quality experience for both members and employees. During the LA fires in January, for instance, the credit union used Eltropy’s platform for texting with staff to check in on their safety, showing the value of having a reliable system for keeping everyone connected during a difficult time.

Eltropy’s Commitment to Community

“First City Credit Union isn’t just adopting new technology; they’re thoughtfully building a member experience that aligns with how people want to communicate today,” said Ashish Garg, Co-founder and CEO of Eltropy. “Their member-first approach perfectly matches our platform’s design. We built Eltropy to solve the communication gaps that frustrate both members and staff.”

The partnership marks a significant milestone in First City’s move toward digital-first operations, with Eltropy positioned as a key technology partner.