Case Study: Columbia Credit Union drives digital-first service and operational efficiency with Glia

Columbia Credit Union boosts first call resolution to 92% with Glia

Columbia Credit Union faced challenges with fragmented digital systems that caused agent inefficiency and long member wait times. They also lacked visibility into contact center performance and their members were frustrated with limited communication options. They partnered with Glia to implement a digital-first service solution.

Glia provided a unified platform integrating digital and voice channels, including an AI agent named "River" for automated service. This resulted in a 92% first call resolution rate, a 30% reduction in on-hold wait times, and maintained 91% service availability during a major phone outage. Glia's solution enabled the credit union to handle significantly more digital interactions efficiently without increasing staff.

Columbia Credit Union