Case Study: Dover Federal Credit Union achieves 100% digital-first, faster member service with Glia

Dover Federal Goes All In With Digital Member Service

Dover Federal Credit Union, a Delaware-based credit union with 43,000+ members and $610M+ AUM that serves US military, veterans and local businesses, needed to expand digital services (including video banking), improve the member service employee experience, and sustain membership growth with a future-ready platform. After evaluating options, the credit union turned to Glia and its Digital Customer Service (DCS) capabilities to reimagine its digital-first member experience.

Glia deployed a full DCS solution—including Live Observation, CoBrowsing and Glia Phone—consolidating web, mobile and voice interactions onto one platform and removing friction for members and staff. The result: a 21% reduction in Average Handle Time (over 1 minute and falling), a 40% decrease in Average Wait Time, and a 13% increase in engagements handled with fewer staff, while employee satisfaction improved and reporting/staffing became simpler.

Dover Federal Credit Union

Tyler Kuhn

VP of Marketing and Digital Experience