What Should an Ohio Credit Union Look for When Choosing an IT Partner?

“Rusty, how do I know if we’re picking the right IT company?”

I’ve been asked that question more times than I can count.

Usually it’s after a board meeting.

Sometimes it’s over a cup of coffee.

And almost every time, it’s from someone who isn’t an IT expert—but suddenly finds themselves responsible for making one of the biggest technology decisions their credit union will make.

If that’s you, let me tell you something that might take a little pressure off.

You don’t have to know everything about technology.

You just need to know what questions to ask.

After working with organizations for more than 26 years, I’ve learned that the best technology partnerships don’t begin with servers or cybersecurity software.

They begin with trust.

Because when something goes wrong—and eventually something always does—you aren’t calling a software company.

You’re calling people.

The question is whether those people understand your world.

Start With This Question…

Do they understand credit unions, or are they just another IT company?

There’s a big difference.

Credit unions don’t operate like manufacturing companies, law firms, or retailers.

You’re responsible for protecting people’s savings.

You answer to regulators.

You report to a volunteer board.

Your reputation is built one member relationship at a time.

An IT partner who understands that will make very different recommendations than one who’s simply trying to sell the latest technology.

We’ve seen organizations purchase expensive security tools they didn’t need while overlooking simple improvements that would have reduced their risk far more effectively.

Experience matters.

Not because it makes someone smarter.

Because it helps them recognize problems before they become emergencies.

Your Technology Partner Should Speak Human

One thing I’ve heard over and over from credit union leaders is this:

“I don’t want to feel stupid during technology meetings.”

You shouldn’t.

A good technology partner explains complicated ideas in plain English.

They don’t hide behind acronyms.

They don’t overwhelm you with technical jargon.

They help you understand why a recommendation matters to your members, your employees, and your organization.

When someone leaves a meeting more confused than when they walked in, that’s not expertise.

That’s poor communication.

The right partner makes you feel more confident every time you meet.

Cybersecurity Is Bigger Than Antivirus

A lot of providers still talk about cybersecurity like it’s a product.

Buy this software.

Install that firewall.

Check the compliance box.

Real cybersecurity doesn’t work that way.

It’s a process.

It’s training employees to recognize phishing emails.

It’s keeping systems updated.

It’s monitoring for suspicious activity around the clock.

It’s testing backups before you need them.

It’s helping leadership understand the organization’s risk.

Most importantly, it’s having a plan long before something bad happens.

Technology alone won’t protect a credit union.

People and preparation will.

Ask How They Handle Business Continuity

Here’s a question I always encourage leadership teams to ask.

“If our primary server failed tomorrow morning, what happens next?”

If the answer is vague, keep asking.

A strong technology partner should be able to explain:

• How your data is protected
• Where your backups live
• How long recovery should take
• Who coordinates the response
• How often recovery plans are tested
• What your employees should do during an outage

You deserve answers that make sense—not answers that require a dictionary.

Don’t Buy Technology. Build a Relationship.

One of the biggest mistakes I see is organizations comparing IT providers the same way they compare internet service.

Price.

Features.

Contract length.

Those things matter.

But they’re not what determines whether the relationship succeeds.

Ask yourself:

• Will these people answer the phone when we need them?
• Will they tell us the truth, even when it’s difficult?
• Will they help us plan for five years from now—not just next month?
• Will they make our leadership team stronger?
• Would we trust them in the middle of a cybersecurity incident?

Those are partnership questions.

And they’re usually the ones that matter most.

A Story That Still Sticks With Me

Several years ago, I met with the leadership team of a community credit union that had been working with the same IT provider for years.

Nothing was terribly broken.

But nothing seemed to improve either.

Projects took forever.

Questions went unanswered.

Technology decisions always felt reactive.

During our first meeting, the CEO looked at me and said something I’ve never forgotten.

“Rusty, I don’t need another vendor. I need somebody who’s going to help me sleep at night.”

That wasn’t really about servers.

Or Microsoft 365.

Or cybersecurity.

It was about confidence.

That’s what every credit union leader is really looking for.

Confidence that their members are protected.

Confidence that someone is thinking ahead.

Confidence that when the unexpected happens, they’re not facing it alone.

So…What Should You Look For?

If I had to narrow it down to five things, they’d be these:

1. Experience serving credit unions and other regulated organizations.
2. Clear, honest communication without unnecessary technical jargon.
3. A proactive approach to cybersecurity, compliance, and business continuity.
4. Strategic planning that helps you budget and prepare for the future.
5. A genuine commitment to becoming part of your team—not just another vendor.

Everything else is secondary.

Final Thoughts

Technology will continue to change.

Cyber threats will continue to evolve.

Regulations will continue to become more complex.

But one thing hasn’t changed in all the years I’ve been doing this.

Credit unions succeed because of relationships.

The best IT partnerships work exactly the same way.

When you find a technology partner who understands your mission, respects your people, and helps your leadership make confident decisions, you’re not just buying IT support.

You’re investing in the future of your credit union—and in the trust your members place in you every day.