Case Study: Maple Federal Credit Union achieves 90% faster response times with RingCentral AI Receptionist

Maple Federal Credit Union cuts hold times by 90% with RingCentral

Maple Federal Credit Union, a financial institution serving Louisiana, faced severe operational issues after a merger. Its fractured infrastructure used two legacy phone systems that could not communicate, creating an imbalance where one branch handled 95% of calls while another sat idle. This led to member frustration with hold times stretching to three minutes. The credit union partnered with vendor RingCentral to implement a unified cloud platform and its AI Receptionist (AIR) service.

The RingCentral solution unified communications onto a single cloud platform, enabling call balancing between branches. The AI Receptionist automated the answering of routine inquiries. This resulted in a 90% reduction in call hold times, saved 1.5 hours daily per agent, and cut monthly communications costs by 50%. RingCentral's technology allowed staff to refocus on high-value member service and faster loan processing.

Maple Federal Credit Union