#3874: How Glia Helped Heartland Credit Union's Call Center Achieve 98% Success Rate...

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Daniel Mijal, VP of Digital Strategy at Heartland Credit Union, stopped by the show to share how Glia helped the credit union's call center achieve a 98.4% success rate -- even during a simultaneous merger and core conversion.

Setting the stage: When Heartland Credit Union went through a merger and core banking conversion at the same time, the credit union's members needed extra help getting up to speed on all the changes. But Heartland’s aging contact center technology, at the time, wasn’t built to handle such high volume, creating a challenging experience for members and call center reps.

That’s when Heartland turned to Glia—and generated eye-popping results by using Glia's voice and digital solutions to unify voice, video, chat, and tools like CoBrowsing, Here are some of the results:

• Increased call center success rate to 98.4%
• Reduced average wait time to just 66 seconds
• Boosted member experience scores to 4.53 out of 5
• Achieved a 93% "would use again" rate from members

Heartland also increased staff efficiency and unlocked game-changing reporting capabilities. 

Daniel shared some of the challenges Heartland faced prior to adopting Glia? (What prompted you all to move in this direction?)

Coupled with the conversion, the merger doubled Heartland's asset size, which impacted its digital transformation efforts, presenting new challenges -- as well as new opportunities.

Daniel also shared some of the initial impacts he started noticing after getting Glia fully implemented, providing examples of how Glia has made a difference in their day-to-day operations and in member interactions.

Lastly, he provided some advice to credit unions that may be in similar situations.

Check it out and let us know your thoughts. And be sure to watch the entire episode below for all the details.