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New York, NY, USA, Mar, 2023 - Expedition Credit Union has delivered a unified member service experience that supports all live engagements on the Glia Interaction Platform with Glia Call Center and Glia Digital Customer Service. Bringing all phone and digital interactions onto a single, ChannelLess™ platform with Glia has driven efficiencies in management, staffing and reporting while simultaneously boosting member satisfaction.

Expedition launched Glia ahead of its digital banking conversion, knowing its members would need additional support during this transition. By streamlining the member and employee experience on a single platform, Expedition was able to successfully handle twice its usual monthly interactions during a digital banking conversion without requiring additional headcount.

"Having a unified, single solution for digital and phone support that was intuitive for our staff to train on allowed us to successfully complete our digital banking conversion without member disruption," said Chris Nelson, VP of Operations at Expedition. "The staff and member perception has been amazing. It’s one of the easiest systems I’ve ever trained on."

"We want our members to have a seamless transition to different expertise and different departments. Without a single, ChannelLess™ platform, you can’t deliver that experience," said Dennis Griesgraber, Chief Operations Officer at Expedition. "Glia has not only allowed us to meet our members in the channel they want to interact in, but also seamlessly pass those interactions to the appropriate staff member to best assist them."

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Posted by Veronica Silva Cusi, news correspondent
Source: Glia

Date Posted: Friday, March 17, 2023