Credit union embraces digital-first member service, increasing efficiencies and enhancing the member experience

Glia, a leading provider of Digital Customer Service, announced that Ideal Credit Union has successfully implemented its communications and collaboration platform as part of its digital transformation. As a result, the credit union is saving time, cutting costs and providing stronger member service.

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Woodbury, Minn.-based Ideal Credit Union recognized the need to modernize the way they offer member service and support. Previously, the contact center often faced high call volumes and long wait times, leading to member frustration and an overwhelmed staff. To address these pain points, the credit union partnered with Glia to deliver Digital Member Service. Since launching, their members have rated the Digital Member Service experience 4.55/5.

“A strong digital strategy is critical for success both today and in the future, which is why we’ve adopted a digital-first mindset enterprise-wide,” said Shannon Butler, senior vice president of operations of Ideal Credit Union. “Consumer expectations have skyrocketed in recent years and financial institutions must be able to meet and serve them in real-time and personally to earn their loyalty. Leveraging Glia has been a key part of our digital transformation; since implementing the platform, we’ve improved the experience for both our members and staff which is evidenced by their positive feedback.”

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Through leveraging Glia’s platform, Ideal Credit Union can meet members where they are and communicate with them through whichever methods they prefer—including messaging, video banking and voice—while guiding them through CoBrowsing. With Glia, the credit union’s members will no longer have to waste time reauthenticating themselves and providing additional context about their issues when switching channels.

“It’s imperative for credit unions to evolve their member support and engagement strategies to deliver five-star experiences in today’s digital world,” said Dan Michaeli, CEO and co-founder of Glia. “By leveraging our platform, Ideal Credit Union is serving members more quickly and efficiently, leading to not only enhanced member satisfaction but a better overall employee experience as well. We are proud to support Ideal Credit Union in their digital transformation.”