Delivering a Smarter AGM Experience with Digital-First Communications

Bishopstown Credit Union is always looking for ways to enhance efficiency while providing exceptional service to its members. In preparation for their Annual General Meeting (AGM), Bishopstown aimed to simplify the traditionally time-consuming process of mailing physical notices to members. By moving to a digital-first communications strategy – with automated fallback to print when required – they ensured timely delivery, reduced print volumes, and aligned communications with member preferences.

Business Challenge

Organising the AGM involved significant operational overhead, particularly when it came to notifying members. Bishopstown wanted to reduce the complexity and cost of sending physical letters, while still maintaining compliance and ensuring every member received the necessary information through their preferred communication channel.​

Key challenges included:

• Reducing Print and Postage Costs: High volumes of printed letters led to increased expense and inefficiency.
• Improving Speed of Delivery: Physical mail added delays to a time-sensitive process.
• Channel Preference Management: Ensuring each member received the AGM communication via their preferred method: email, SMS or post.
• Fallback Requirements: Where members could not be reached digitally, a seamless print fallback was required without duplication or delay.

The Solution

Using the Which50 platform from CustomerMinds, Bishopstown implemented a digital-first communications journey for their AGM campaign. Key elements of the solution included:

• Data-Driven Channel Targeting: Member contact preferences were used to automatically select the most appropriate delivery method.
• Email and SMS as Primary Channels: AGM notices and reminders were sent digitally first, improving speed and reducing costs.
• Automated Print Fallback: Members who couldn’t be reached digitally were automatically included in a consolidated print run, ensuring full coverage.
• Personalised Messaging: Dynamic content ensured that each member received accurate, relevant information based on their individual records.

The Results

By adopting this digital-first approach, Bishopstown delivered a more efficient and responsive AGM campaign:

• Reduced Print Volumes: Significantly fewer letters were sent, resulting in lower printing and postage costs.
• Faster Delivery: Members received their AGM information quickly via digital channels, well ahead of the meeting date.
• Improved Member Experience: Members appreciated receiving information in a format that suited them best.
• Operational Efficiency: The team saved time and resources through automation and streamlined workflows.

Key Takeaways

1. Digital-First Saves Time and Cost: Leading with email and SMS significantly reduces the need for manual print runs.
2. Automated Fallback Ensures Coverage: Members without digital access still receive important communications, without extra admin.
3. Preference-Based Delivery Improves Satisfaction: Respecting members’ chosen channels leads to better engagement.
4. Scalable for Future Campaigns: This AGM model now serves as a template for future mass communications.

By eliminating the inefficiencies of paper-first communications, Bishopstown Credit Union has created a faster, more responsive, and member-friendly approach to AGM delivery—setting a new standard for digital engagement.