Case Study: Unitus reduces online banking handle times 28% and boosts member satisfaction with Glia

Digital Member Service with Video Banking improves support, reduces handle times

Unitus, a Portland‑based credit union with more than 100,000 members and roughly $1.5 billion under management that handles about 24,000 calls a month, needed to increase adoption of its Alkami online banking and reduce reliance on branches while preserving consultative, face‑to‑face service. To meet members “where they are” and simplify support without forcing calls or app downloads, Unitus selected Glia’s Video‑Powered Digital Member Service Platform (video banking / virtual branch).

Unitus launched a Glia‑powered virtual branch integrated with Alkami, offering on‑screen collaboration, document sharing, CoBrowsing and video consultations plus proactive outreach. The Glia solution cut online banking handle times by 28% (over 2 minutes per interaction), produced a 4.7/5 satisfaction score—higher than any physical branch—and saw 85% of virtual branch visitors say they would use it again while monthly chat adoption more than tripled, effectively freeing capacity equivalent to more than two full‑time representatives.

Unitus

Char Sears

AVP & Remote Experience Manager