Case Study: Heritage Federal Credit Union achieves 2.5x loan growth with Glia AI

Heritage Federal Credit Union boosts loan growth 2.5x with Glia

Heritage Federal Credit Union faced challenges with an aging legacy call center system that buried agents in high-volume, low-value inquiries and prevented a seamless member experience. This outdated technology stifled growth and scalability. To address this, they partnered with Glia to implement its voice and digital customer service platform, including the AI agent "Heidi."

By implementing Glia's solutions, Heritage automated 100% of member interactions, with the AI fully resolving 45% of inquiries without agent assistance. This led to a 2.5x increase in year-over-year loan growth, exceeding 151% of their annual target, while also increasing service levels by 16% and decreasing average handle time by 18%. Glia enabled Heritage to handle twice the volume with greater workforce efficiency, turning its contact center into a revenue-generating growth engine.

Heritage Federal Credit Union