Case Study: Apple Federal Credit Union improves member experience with Talkdesk

How Apple Federal Credit Union improved member experience by replacing their legacy system with an all-in-one contact center platform

Apple Federal Credit Union, a member-owned financial cooperative, wanted to improve member experience but was held back by a legacy on-premise phone system and disconnected point solutions. The setup made it harder to deliver the personalized service members expected, especially across service and support operations. Talkdesk provided the all-in-one contact center platform, Talkdesk Financial Services Experience Cloud, to replace the outdated system.

With Talkdesk, Apple Federal Credit Union streamlined its contact center and improved service delivery. The results included OSAT rising from 8.5 to 9.25, average speed of answer dropping from 8.28 minutes to 5.17 minutes, call abandonment falling from 26.1% to 14.1%, and average hold time decreasing from 146 seconds to 103 seconds.

Apple Federal Credit Union

Nicole Safford

AVP Member Solutions Center