Seamless digital transformation: lessons from Coast Capital

A vision for the future of financial services

As the banking sector keeps evolving, collaboration and innovation are essential to remain competitive. Coast Capital, Canada’s largest federal financial cooperative, and ebankIT, a global leader in digital banking solutions, have exemplified this through their partnership.

Since 2018, their collaboration has focused on transforming Coast Capital into a fully digital credit union while enhancing its service offerings. From the outset, Coast Capital’s commitment to member-centric banking and ebankIT’s cutting-edge technology solutions have driven the partnership forward.

Together, they have worked to modernize digital banking, elevate the member experience, and position Coast Capital as a leader in Canada’s financial services sector. It all started when ebankIT helped Coast Capital launch a new banking app, delivering a seamless omnichannel experience.

This transformation has enabled the credit union to delight existing members and attract new ones, securing its competitiveness and preparing it for expansion. Last year, the partnership’s success was underscored by two significant milestones: the recent launch of a groundbreaking Commercial Service and the renewal of said partnership, reinforcing a shared commitment to growth and innovation.

Addressing ambitious objectives 

Coast Capital required a multi-channel digital banking platform capable of supporting online, mobile, and web-based services while meeting stringent Canadian regulatory requirements. The solution also needed to remain adaptable to changing market demands and member expectations.

Coast Capital and ebankIT embarked on this journey with bold ambitions to accelerate Coast Capital’s digital transformation and expand its market presence. Their partnership focused on achieving key objectives, including:

Digital transformation

Leveraging state-of-the-art technology to modernize Coast Capital’s digital banking platform and deliver a seamless omnichannel experience for members.

Enhanced member satisfaction

Providing user-friendly tools and services tailored to the needs of diverse members, improving overall member satisfaction.

Operational efficiency

Streamlining processes and ensuring the platform’s scalability to support Coast Capital’s growth strategy.

The partnership also addressed a critical challenge: migrating hundreds of thousands of members to the new platform. This migration had to account for the varying needs and technical proficiencies of Coast Capital’s members, ensuring a smooth transition with minimal disruption. Together, ebankIT and Coast Capital successfully delivered a member-centric solution that combined cutting-edge functionality with exceptional usability.

Our enduring partnership with ebankIT has been pivotal in the successful launch of our commercial digital banking solution. This innovative platform not only enhances the banking experience for our members but also underscores our dedication to innovation and excellence in digital banking.

- Calvin MacInnis, President & CEO, Coast Capital Savings.

Through its partnership with ebankIT, Coast Capital has greatly expanded its reach and deepened member engagement. Committed to maintaining a member centric approach, Coast Capital and ebankIT have consistently innovated to enhance the user experience.

This dedication enabled Coast Capital to deliver strong business performance while continuing to address the evolving financial needs of its members amidst emerging challenges.

Coast Capital has effectively brought more members into its digital ecosystem, including underserved communities. Some of the most popular banking activities among members include eTransfers, bill payments, and cheque deposits.

Additionally, features such as External Account Transfers, Account Origination, and Overdraft Protection have strengthened client retention, increased deposits, and enhanced financial returns.

This collaboration has reinforced Coast Capital’s competitive edge, establishing a robust foundation for future growth while driving financial inclusion and member satisfaction.

By providing an intuitive and accessible digital banking experience, Coast Capital has effectively brought more members into its digital ecosystem, including individuals from underserved communities who previously encountered obstacles to traditional banking services.

With ebankIT’s versatile platform and award-winning digital banking experience, we will be able to offer a wide range of exciting new features to Coast Capital members in the future along, with rich security and personalization features. The ebankIT platform also has the flexibility to integrate with third-party solutions, which will enable Coast Capital to drive ongoing digital channel innovation. 

- Jeff Wong, Chief Digital, Information and Technology Officer, Coast Capital

One of 7 Vendors Worldwide that supports digital banking across all key areas in the bank enterprise...

 - Gartner