Engageware B2B Case Studies & Customer Successes

Engageware (formerly TimeTrade SilverCloud), provides industry-leading technology and expert know-how to help organizations better engage their customers. Trusted by more than 500 organizations, our consumer self-service, appointment scheduling, and knowledge management solutions – combined and integrated with those of our market-leading partners - make it easy for customers to answer their questions quickly, connect to the right resources when scheduled expertise is needed, and get a consistent, efficient experience when help from a representative is required. Organizations that use our customer engagement solutions deliver exceptional customer experiences no matter the channel — enabling faster growth with greater efficiency. For more information, visit engageware.com.

a $5B regional credit union turns Google Search into a revenue-generating appointment channel with Engageware

$5B Regional Credit Union

3Rivers Federal Credit Union achieves 25%+ increase in appointment requests and scalable branch scheduling with Engageware

3Rivers Federal Credit Union

Jennifer Schmidt

AVP of Retail Operations

3Rivers Federal Credit Union achieves 25–70% appointment growth and improved member engagement with Engageware

3Rivers Federal Credit Union

Jennifer Schmidt

AVP of Retail Operations

ADT Scales Customer Service Capacity 24x with Engageware Virtual Assistant

ADT

ADT achieves 97% customer inquiry resolution with Engageware's Virtual Assistant

ADT

Gustavo Volonterio

Director

American 1 Credit Union achieves seamless 24/7 member self-service with Engageware

American 1 Credit Union

Laura Pryor

Vice President of Member Experience

Arizona Financial Credit Union achieves 95% employee satisfaction with Engageware's Employee Knowledge Management

Arizona Federal Credit Union

Cathy Roelle

Vice President of Teleservices

Banco Bolivariano turns WhatsApp into its best-performing sales channel with Aivo by Engageware

Banco Bolivariano

Banco Comafi achieves 98% resolution and 34 automated WhatsApp banking transactions with Engageware

Banco Comafi

Banco Comafi achieves 98% interaction resolution and 100,000 monthly WhatsApp self-service interactions with Engageware

Banco Comafi

Fabián Mealla

Digital Banking Manager

Bancor achieves 85% first-interaction resolution with Engageware

Bancor

Bank of Oak Ridge boosts efficiency and employee focus by reducing calls and backlog with Engageware Customer Self‑Service

Bank of Oak Ridge

Jason Woods

Vice President, Manager of Interactive Services

Bank of Oak Ridge reduces call volume and backlog with Engageware Customer Self-Service

Bank of Oak Ridge

Best Buy reduces wait times and boosts customer experience with Engageware

Best Buy

CEMEX achieves 97% customer query resolution across 6 countries with Engageware AI

CEMEX

CEMEX achieves 97% resolution rate and 24/7 automated customer service across six countries with Engageware's Virtual Assistant

CEMEX

Montserrat Tejerina

Adoption Advisor

City Colleges of Chicago achieves 85% call volume reduction and $100K+ annual savings with Engageware

City Colleges of Chicago

Peggy Rademaker

Operations Manager

David’s Bridal achieves increased in-store traffic and improved customer experience with Engageware

David’s Bridal

Del-One Federal Credit Union achieves rapid online appointment scheduling — 800+ member bookings in days — with Engageware

Del-One Federal Credit Union

Horacio Garcia-Korosec

Director of Business Intelligence

digital-first credit union achieves 86% appointment growth and $19.2M in loans with Engageware Virtual Branch

Digital-first Credit Union

Doctors of BC achieves 50% faster physician appointment scheduling with Engageware

Doctors of BC

Erin Connors

Advisory Services Manager

Efecty cuts phone volume 48% and automates 2.5 million queries with Engageware Virtual Agent

Efecty

Franklin Mint Federal Credit Union reduces call volume and boosts member self-service with Engageware's Banking Chatbot

Franklin Mint Federal Credit Union

Mike Bunner

Vice President, Director of Digital Marketing

Global Telecom Provider automates customer service across 11 countries with Engageware

Global Telecom Provider

Grupo Petersen achieves a 96% resolution rate with Aivo by Engageware

Grupo Petersen

Institution for Savings achieves faster onboarding and streamlined internal efficiency with Engageware

Institution for Savings

Wes Barry

Vice President of Retail Banking

iTHINK Financial achieves centralized knowledge and improved member self-service with Engageware

iThink Financial

Stephen Johnson

AVP Administration & Marketing

iTHINK Financial builds an AI-ready knowledge foundation with Engageware

iThink Financial

Jefferson Financial Federal Credit Union achieves streamlined knowledge management and faster frontline service with Engageware's Employee Knowledge Management

Jefferson Financial Federal Credit Union

Julie Gort

Operations Trainer

Lake Michigan Credit Union achieves shorter wait times and $15.2M in loan volume with Engageware

Lake Michigan Credit Union

Alex Cornelius

Vice President for Retail Strategy

Lake Michigan Credit Union achieves $15.2M in loan volume with Engageware Appointment Scheduling and Lobby Management

Lake Michigan Credit Union

Latin American Telecom achieves 225% subscriber growth with Engageware Virtual Agent

Latin American Telecom

Logix Federal Credit Union achieves 5,600+ monthly appointments and streamlined scheduling with Engageware's Banking By Appointment

Logix Federal Credit Union

Michael Twomey

Senior Vice President Sales & Retail Banking

Logix Federal Credit Union grows loans and accounts without increasing costs with Engageware Appointment Scheduling

Logix Federal Credit Union

Lowell Five Bank achieves streamlined, customer-centric appointment scheduling with Engageware

Lowell Five Bank

Alison Kalman

Chief Banking Officer

Lowell Five Bank achieves 123.6% revenue growth via digital channels with Engageware Appointment Scheduling

Lowell Five Bank

LPL Financial achieves 3X more scheduled appointments and 500+ monthly meetings with Engageware

LPL Financial

Cynthia Santana

Assistant Vice President, Business Systems

Marine Federal Credit Union achieves centralized, up-to-date employee knowledge for consistent member service with Engageware's Employee Knowledge Management™

Marine Federal Credit Union

Stephanie Bailey

Training Coordinator

Mercantil Seguros achieves 97% resolution rate and 40% reduction in support tickets with Engageware

Mercantil Seguros

Nicolás Araque

Product Development Manager

Mercantil Seguros automates 86% of customer service interactions with Engageware Virtual Agent

Mercantil Seguros

Midwest Community Credit Union increases appointments 25% with Engageware

Midwest Community Credit Union

National Bank of Canada achieves seamless advisor connections and 3,000+ daily bookings with Engageware

National Bank of Canada

Patrick Gaboury

Manager of CRM

NetUno achieves 50% reduction in call center volume with Engageware’s Bruno virtual assistant

NetUno

Yasmin Molina

Customer Service Director

NetUno achieves 90% query resolution and 50% lower call center volume with Engageware

NetUno

OnPoint Community Credit Union enhances internal search with gen AI from Engageware

OnPoint Community Credit Union

Oregon State University achieves 98% on-time student appointments with Engageware

Oregon State University

Todd Shechter

IT Director

Pensiones Banorte achieves 300% increase in handled customer queries via WhatsApp and fully automated credit applications with Engageware

Pensiones Banorte

Andrés Gallegos Garza

Subdirector of Alternative Channels

Pensiones Banorte achieves 670% consultation growth with Engageware Virtual Assistant on WhatsApp

Pensiones Banorte

Regional Bank achieves 85% resolution rates and 72% digital growth with Engageware AI Virtual Assistance

Regional Bank

Regions Bank achieves 30% annual appointment growth and faster customer service with Engageware

Regions Bank

Eric Dixon

Assistant VP of OmniChannel CRM

Regions Bank achieves 30% year-over-year appointment growth with Engageware

Regions Bank

Sharonview Federal Credit Union achieves fewer exceptions and greater employee accountability with Engageware

Sharonview Federal Credit Union

Rosalyn Hudson

AVP of Member Services

South Carolina Federal Credit Union achieves reduced wait times and consistent Net Promoter Scores with Engageware Intelligent Appointment Scheduling

South Carolina Federal Credit Union

Bridget Lewis

Manager of Sales & Service

Staley Credit Union achieves 24/7 member self-service in under 30 days with Engageware Customer Self-Service

Staley Credit Union

Blake E. Wallace

AVP Member Services

Texas Dow Employee Credit Union achieves scalable self-service appointment scheduling and improved member access with Engageware

Texas Dow Employee Credit Union

Loretta Williams

Vice President Mortgage Lending

UMassFive achieves 90-second faster calls and 170% higher knowledge adoption with Engageware

UMassFive

UMassFive achieves 170% increase in knowledge management adoption and 75% of employees report performance gains with Engageware

UMassFive

Kristina Smith

AVP of Retail Administration

United Heritage Credit Union Reclaims 12 Weeks of Productivity with Engageware

United Heritage Credit Union

United Heritage Credit Union achieves 10 months saved in manual training with Engageware

United Heritage Credit Union

Laurie Roth

Learning and Development Manager

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