Case Study: Granite Credit Union achieves branch growth without extra staff with Glia banking AI

Granite Credit Union saves 1,400 hours and opens 4 branches with Glia

Granite Credit Union faced challenges with an aging CCaaS solution that created staffing inefficiencies and a disjointed member experience. This led to long wait times, high call abandonment, and a lack of support options for its growing Spanish-speaking membership. The credit union partnered with Glia to implement a unified platform featuring Glia Voice and Glia Digital to address these issues.

By deploying Glia's banking AI solutions, including virtual agents and automated tools, Granite Credit Union achieved significant results. The implementation saved 1,400 hours of agent labor in four months, reduced call abandonment by 55%, and lowered average handle time by 25%. Most notably, these efficiency gains allowed Glia's customer to open four new branches without adding any new staff while improving member satisfaction.

Granite Credit Union