Glia
17 Case Studies
Case Study: US Bank achieves 18% fewer service contacts and faster claim resolution with Glia
A Glia Case Study
Leading P&C Insurer Drives Measured Contact Center Efficiency with Glia
US Bank sought to modernize and optimize its contact center by replacing a legacy online chat solution. After evaluating options, US Bank selected Glia’s fully integrated omnichannel engagement platform—featuring CoBrowsing, live observation, audio, and video—to improve online servicing and better identify high‑value visitors at points of friction.
Glia onboarded US Bank’s agents and implemented business logic to surface customers at risk of abandonment, driving measurable efficiency gains: total contacts per claim fell 18% (from 3.2 to 2.8), average claim processing time dropped from 18 to 13.9 minutes (about 4 minutes faster), and CSAT for Glia‑assisted claims rose to 4.7/5.0, producing millions in contact‑center staffing savings and an 18% ROI.
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