FORT KENT, Maine—Acadia Federal Credit Union is reporting it has “digitally transformed member services” through a partnership with Glia that has added a number of convenient digital-first service options and centralized its call center on the Glia Interaction Platform.
“Unifying phone and digital channels has enabled the credit union to meet strong demand for commercial and consumer loans while supporting overall membership growth,” the company said.
According to Glia, the $318.8-million Acadia FCU was seeking to deliver digital options that could enhance the member experience and enable remote support, while “staying true to its service roots.”
‘Flexible’ Solution
Glia said its Interaction Platform provided a flexible solution that allows Acadia members to adopt digital service on their own timeline, with full support for those who prefer to call in.
“With Glia, we are providing our members with choice, allowing them to transition to digital channels at their own pace,” said Charles Pelletier, information systems manager at Acadia FCU. “We can efficiently support the increase in digital adoption without alienating those who still prefer to call in. Both members and employees are extremely satisfied with how we’ve approached evolving our member service strategy, with Glia as our foundation.”
The Results
Glia and AFCU are reporting:
- Digital usage continues to climb, resulting in a lower average wait time of 20 seconds. “On-screen collaboration, especially dual-cursor CoBrowsing, has proven popular allowing service representatives to guide members online by pointing out resources, opening relevant links for a member and even helping to fill out an application. Members who use CoBrowsing rate it highly, with a perfect 5/5 score.”
- Consolidating all member interactions on the Glia platform has given Acadia a single, unified data view for deeper analysis. The consolidation also offers “insight to continuously improve service. The unified platform simplifies staffing, management and reporting. Further, it has streamlined training, with new employees quickly learning the Glia platform and able to provide member service in as little as 45 minutes.”
A Great Example
“Acadia Federal Credit Union is a great example of how a financial institution can digitally transform service, both maintaining the high-touch support members expect while also increasing efficiency. The Glia Interaction Platform is not only cost-effective, but also helps Acadia manage growth in loans and membership,” said Paul Sheets, EVP of customer success and services for Glia.
Additional information on the Acadia FCU case study can be found here.
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