Case Study: Citadel Credit Union reduces call costs and boosts NPS with Posh AI

Citadel CUs deployment of Posh's Digital and Voice Assistant has enabled the handling of 1M+ calls, $660k saved in a year, and an increase of 6 NPS points

Citadel Credit Union faced a challenge after retiring its bank-by-phone system, as members continued to call the contact center instead of switching to digital channels. This led to a significant increase in call volumes and costs from their third-party overflow provider, negatively impacting both their budget and their Net Promoter Score. They partnered with Posh to find a new solution.

By implementing Posh's Voice Assistant, named Adel, the credit union automated call handling and improved call routing. The results were substantial, with Adel handling over 1.5 million calls and saving $663,267 in third-party costs within a year. The solution also improved the member experience, leading to a 6-point increase in their Net Promoter Score and a 63% reduction in overflow call expenses.

Citadel Credit Union

Pam Krupansky

VP of Member Experience and Sales