Case Study: Community First Credit Union achieves 2x+ loan conversions and 36% sales growth with Glia

Community First’s Human-Centric Digital Strategy Fuels Rapid Growth

Community First Credit Union, a $2.5B+ institution serving 160,000+ members across 19 branches, needed to preserve its high‑touch, member-first service while moving more interactions online and accelerating loan and sales growth. To meet that challenge it partnered with Glia and deployed Glia’s Digital Customer Service (DCS) platform and OnScreen collaboration tools to enable real‑time, human-centric digital engagement.

Using Glia’s CoBrowsing, Live Observation and integrated messaging/video, Community First implemented proactive, personalized guidance that simplified and sped the loan process. The Glia-enabled approach delivered a 9x increase in proactive engagements, more than doubled loan production (2x+ conversions), produced a 36% increase in sales, and helped drive record lending and the credit union’s 17.3% growth in 2021.

Community First Credit Union

Laura Lobetti

Digital Experience Manager