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

Digital-first Credit Union grows Virtual Branch appointments 86% with Engageware

A digital-first credit union managing nearly $5 billion in assets faced a hard constraint on branch capacity across its 11 locations. It needed to extend service capacity beyond its physical walls without adding proportional headcount. The credit union turned to Engageware and implemented its Virtual Branch solution.

Using Engageware Virtual Branch, the credit union achieved an 86% year-over-year growth in appointments, with the virtual channel outpacing in-person channels at a 6:1 ratio. In a single year, this solution enabled the servicing of $19.2 million in loans and the acquisition of over $11 million in deposits. Furthermore, Engageware's Virtual Agent answer rate reached 97.4%, its highest level since deployment.

Digital-first Credit Union