Case Study: Members 1st Federal Credit Union achieves seamless, higher-rated online member experiences with Glia

Leveraging Glia Technology to Improve Members’ Online Experience

Members 1st Federal Credit Union, serving more than 435,000 members from Mechanicsburg, PA and beyond, faced rising member frustration with phone IVR and a need for a future‑proof digital engagement solution that works across web and mobile. To meet those needs, Members 1st partnered with Glia to deploy its Digital Member Service Platform, leveraging CoBrowsing, Live Observation, chat and AI‑driven support.

Glia delivered real‑time screen viewing, CoBrowsing, contextual routing and conversational AI across the web portal and mobile app so MSRs can quickly guide members without IVR delays; the change saved members 1–5 minutes per interaction avoiding IVR, drove interactions up more than 3x, and achieved an average member rating of 4.7/5 for CoBrowsing and online reps. Glia remains a strategic partner, providing best practices and expansion to additional digital channels, improving member satisfaction and agent efficiency.

Members 1st Federal Credit Union

Greg Minnich

Members 1st Federal Credit Union