Case Study: MembersFirst Credit Union
Reliable Website Support & Maintenance for a Trusted Financial Institution
MembersFirst Credit Union has been proudly serving Georgia communities for over 60 years as a not-for-profit financial cooperative. Based in Decatur, GA, with multiple locations across the state, MembersFirst puts their members first by offering comprehensive financial services including personal checking and savings, credit cards, auto loans, mortgages, and innovative digital banking solutions.
As a member-owned financial institution insured by the National Credit Union Administration (NCUA), MembersFirst operates under the credit union philosophy of “people helping people,” requiring their digital presence to reflect the same level of trust, reliability, and member-focused service they provide in person.
The Challenge
Credit unions face unique digital challenges that require specialized attention:
Professional Web Presence Requirements
Financial institution websites must maintain professional standards and reliability
Regular updates needed to keep content current and functionality optimal
Zero tolerance for downtime during business hours when members seek information
Member Information & Accessibility
Members expect reliable access to branch information, rates, and services
Any technical issues affect member ability to find important information
Need for immediate response to website issues that impact member experience
Resource Constraints
Limited internal IT resources focused on core banking operations
Need for expert web development support without the overhead of full-time staff
Requirement for cost-effective maintenance that fits credit union budgets
Digital
Presence Evolution
Ongoing need to update and enhance website features and content
Mobile responsiveness critical for member engagement and information access
Integration needs with third-party services and external banking platforms
Our Solution
Proactive Monitoring & Maintenance
- 24/7 Website Monitoring: Continuous uptime monitoring with instant alerts for any issues
- Security Surveillance: Regular security scans and vulnerability assessments
- Performance Optimization: Ongoing speed and performance improvements to ensure fast load times
- Backup Management: Automated daily backups with secure, encrypted off-site storage
Professional Standards & Updates
- Website Standards Maintenance: Regular updates to maintain professional appearance and functionality
- Security Best Practices: Industry standard security measures and SSL certificate management
- Plugin & System Updates: Coordinated updates that maintain compatibility with external integrations
- Content Management: Support for keeping rates, branch information, and services current
Priority Support Protocol
- Business Priority Support: High-priority support queue for professional service organizations
- Direct Developer Access: Phone and video support with experienced developers.
- Rapid Response: Same-day resolution for issues affecting member information access
- Business Hours Coverage: Comprehensive support during critical business operation hours
Member Information Experience
- Mobile Optimization: Ongoing improvements to mobile website experience
- User Interface Updates: Regular enhancements to improve member navigation and information access
- Accessibility Compliance: Updates to meet ADA compliance requirements
- Performance Monitoring: Regular analysis and optimization of website performance metrics
Results & Impact
Operational Excellence
- Faster Issue Resolution: Direct developer access eliminated lengthy support ticket processes compared to traditional hosting support
- Exceptional Reliability: Maintained consistent uptime despite occasional hosting provider infrastructure challenges
- Professional Standards: Continuous updates ensured ongoing professional web presence
Enhanced Member Experience
- 40% Improvement in Page Load Speed: Performance optimizations compared to baseline when support plan began
- Improved Mobile Experience: Enhanced mobile responsiveness and navigation
- Reduced Member Frustration: Technical issues virtually eliminated through proactive monitoring
Cost Efficiency & Peace of Mind
- Predictable Budgeting: Fixed monthly support costs easier to budget than emergency IT expenses
- Resource Optimization: Internal IT team could focus on core banking operations
- Risk Mitigation: Professional maintenance reduced risks of costly downtime or website issues
- Expert Guidance: Access to experienced developers for strategic digital initiatives
What MembersFirst Says
MembersFirst Credit Union partnered with JH Media Group [the parent company] to transform their templated website into a more personalized, flexible WordPress platform. Over a 10+ year relationship, JH Media Group has provided web development, SEO support, ADA compliance, and marketing strategy. Their team, led by Project Manager Lucas, is highly responsive, organized, and transparent. They offer accurate timelines, reasonable pricing, and a deep understanding of industry needs. Communication is a standout strength, and flexibility has kept critical site elements stable… Overall, JH Media Group remains a trusted, long-term partner.
Key Success Factors
Professional Service Industry Understanding
- Understanding of professional service organization needs and member expectations
- Experience with business website maintenance and reliability requirements
- Knowledge of credit union operational needs and member communication priorities
Proactive Partnership Approach
- Regular communication and strategic planning sessions
- Predictive maintenance to prevent issues before they impact members
- Continuous optimization recommendations based on industry trends
Reliable Support Infrastructure
- Dedicated team familiar with MembersFirst’s systems and requirements
- Emergency response protocols designed for financial institution needs
- Comprehensive documentation and change management processes
Conclusion
The partnership between MembersFirst Credit Union and Support My Website demonstrates how specialized website support and maintenance can enable professional service organizations to focus on their core mission of serving members while ensuring their digital presence remains reliable, professional, and accessible.
By providing expert technical support, proactive maintenance, and industry-appropriate knowledge, Support My Website has helped MembersFirst maintain their reputation for putting members first – both in person and online.
Ready to provide your organization with the same level of reliable support?
Contact Support My Website today to learn how our specialized maintenance and support services can help your credit union or professional service organization maintain a reliable, professional, and member-focused digital presence.