Case Study: Credit First National Association achieves 45% improved SLAs and 86% faster average speed to answer with NICE Systems (CXone)

Credit First National Association Improves SLAs 45% with CXone

Credit First National Association (CFNA) is the private‑label finance arm for Bridgestone Firestone, supporting 550 agents across Ohio, Arizona and the Philippines and handling about 1.5 million interactions a year. Rapid growth exposed limits of its on‑premises call manager—no intelligent routing, poor scalability and no work‑from‑home capability—which left CFNA struggling to maintain service levels when COVID hit and its offshore BPO shut down.

CFNA moved to the NICE CXone cloud platform—using omnichannel and multi‑skill routing, an integrated softphone, WFM, reporting, quality management and an outbound Personal Connection dialer—to enable remote work, better forecasting and easier agent tools. The result: an 86% improvement in average speed to answer, a 45% lift in SLAs, 15% reduction in abandon rate, turnover down (25% to 14%), higher agent engagement and productivity from home, and recognition as a “Cleveland 100 Best Places to Work.”

Credit First National Association

Jim Hutson

Workforce and Knowledge Management Manager