Case Study: Heartland Credit Union centralizes expert member service with Glia

Heartland Credit Union boosts service level to 97% with Glia

Heartland Credit Union faced challenges with high call volumes overwhelming its call center, long resolution times due to manual processes, and a lack of digital channels that concentrated all traffic to the phone lines. This situation was exacerbated by an upcoming merger, and their aging phone system provided no real-time data for informed decision-making. They turned to the vendor Glia for a solution.

By implementing the Glia Banking AI Platform, including Glia Digital and Glia Voice, Heartland centralized its service and introduced digital channels like chat, CoBrowsing, and video. Glia's solution led to a 97% service level, a 62% reduction in abandonment rate, and a 40% decrease in average handle time. These efficiency gains allowed Heartland to upskill staff into a specialized digital team, improving service quality and scalability without adding headcount.

Heartland Credit Union