Case Study: Expedition Credit Union unifies digital and phone support with Glia

Expedition Credit Union unifies digital and phone support with Glia, handling 100% of live engagements on one platform

Expedition Credit Union faced the challenge of managing a digital banking platform conversion while providing seamless member support across both digital and phone channels. Their previous chat solution created a digital disconnect, forcing members to restart conversations on the phone for complex issues. To meet members where they are and shift from a phone-first to a digital-first service model, they partnered with Glia to implement its ChannelLess platform, including Glia Digital and Glia Voice.

By unifying all digital and phone interactions on Glia's single platform, Expedition Credit Union provided a seamless experience where members could switch channels without restarting. This solution was implemented on a tight timeline and was intuitive for staff to learn. As a result, Glia helped handle twice the normal interactions during the conversion, with 100% of live engagements on one platform. Furthermore, 65% of members said they would have called if digital support hadn't been available, demonstrating a successful shift to digital-first service.

Expedition Credit Union