Case Study: Orion Advisor Solutions achieves digital-first customer service with Glia

Orion Streamlines Advisor and Agent Experiences

Orion, a fintech provider for wealth advisors serving over 2,200 advisory firms and managing more than $1T in assets, faced fragmented, inflexible telephony and bolt‑on digital tools that forced agents and advisors to switch screens or revert to phone calls. Seeking a personalized, digital‑first experience, Orion turned to Glia and its Digital Customer Service platform (Phone, OnScreen Voice, Chat, CoBrowsing, and AI management) to simplify interactions and eliminate the operational complexity of their legacy systems.

Glia replaced Orion’s disconnected point solutions with a unified interface that offers single‑click access to chat, voice, video, CoBrowsing, and AI assistants; Orion even removed phone numbers from external portals to drive digital engagement. The Glia implementation — including Orion’s “Rigel” AI chatbot and agent assistant bots — cut transfers by 30%, shifted 80% of live engagements to start online (up from ~20%), and reduced handle time by about 4 minutes through CoBrowsing, while speeding onboarding and simplifying reporting and administration.

Orion

Amanda Steinspring

Director of Service Technology