Creatio, an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale — has announced that Securityplus Federal Credit Union has selected the platform to embed agentic, no-code technology across the organization. The deployment will unify disparate systems into a single, connected view of each member, helping the credit union better understand and meet members' financial needs.

Securityplus Federal Credit Union is a member-owned financial cooperative headquartered in Baltimore, offering a range of financial products and services centered on personalized service and seamless experiences. This member-first approach has made the consistency and quality of every interaction a strategic priority, prompting Securityplus to seek a technology partner capable of bringing that vision to life across the organization.

Like many financial institutions, Securityplus had accumulated a fragmented technology environment — a common challenge in the sector, where systems adopted at different times often operate in silos. Communications and service requests moved across multiple channels and departments, making ownership and follow-up difficult to track. Employees often had to navigate several systems to piece together a member's history, from previous interactions and products to service requests. The result was an incomplete view of the member relationship and added complexity for employees trying to deliver consistent service.

To address its immediate operational needs, Securityplus FCU set out to implement a banking CRM, conducting an in-depth evaluation of multiple providers. Creatio stood out for its combination of no-code technology, automation, integration capabilities, and agentic AI — meeting the credit union's current needs while providing room to evolve. No-code tooling matters here because it allows business staff, not only developers, to configure and adapt workflows as member-service needs change, which is particularly valuable for institutions without large in-house IT teams. Securityplus leadership saw particular potential in technology that can help employees navigate information, automate routine activities, and surface relevant insights, freeing up more time for what technology cannot replace: building meaningful relationships with members.

Securityplus is deploying Creatio to give employees a unified 360-degree view of each member and to put that insight to work in delivering more personalized, proactive experiences. The platform will bring member service, relationship management, referrals, and lead management into a single environment, replacing fragmented tools and manual handoffs with consistent workflows for managing requests and identifying opportunities to deepen member relationships. For Securityplus, success will ultimately be measured not by CRM adoption alone, but by whether the technology helps create better experiences and stronger relationships with members.

"This is more than an investment in technology for Securityplus. It represents an investment in how we want to serve our members and empower our employees in the future. We are intentionally building an organization where technology makes human experience better, not less personal. The right technology should remove friction, provide insights, and give employees more time to have meaningful, impactful conversations. Our partnership with Creatio is an important part of creating that future."

— Jeffrey Gehris, CCE, Executive Vice President, Chief Strategy and Experience Officer, Securityplus FCU

Securityplus sees significant potential for AI in financial services. The credit union is approaching it with the same purpose and responsibility it brings to everything member-facing — using AI to help employees summarize member interactions, surface relevant information, recommend next steps, automate routine activity, assist with service requests, and identify opportunities to better meet a member's financial needs. Over time, Securityplus expects AI to help the organization recognize patterns and anticipate member needs, moving from reactive to proactive.

"For us, the future is not about choosing between digital innovation and human connection. It is about bringing the two together to create a simpler, smarter, and more personalized member experience."

— Jeffrey Gehris, CCE, Executive Vice President, Chief Strategy and Experience Officer, Securityplus FCU

Credit unions are built around member relationships rather than shareholder returns, making personal service central to how they compete with larger banks. Securityplus's deployment reflects a broader shift among community-based financial institutions toward agentic, no-code technology that can modernize member engagement without losing that human connection. As AI-assisted service becomes more common across banking, credit unions face the added consideration of applying it in regulated, member-facing settings — an emphasis reflected in Securityplus's stated focus on responsibility in its AI approach.

Source: GlobalFinTechSeries