Frankenmuth Credit Union Teams Up with Glia to Enhance Member Service Experience

In a significant move to redefine customer interactions, Frankenmuth Credit Union (FCU), which boasts $1.4 billion in assets, has partnered with Glia, a leader in customer interaction technology. The collaboration aims to unify member interactions across multiple channels, such as digital services, voice calls, and AI, and is poised to greatly enhance the overall member experience.

With more than 72,000 members across Michigan and a commitment to the philosophy of 'people helping people', FCU sought a solution that would bolster the ease of interaction for both its members and customer service agents. By utilizing Glia’s innovative ChannelLess® architecture, the credit union can provide more fluid transitions within member interactions, ensuring that critical context and data are not lost as members switch from one communication channel to another.

Vickie Schmitzer, CEO of FCU, emphasized the union's commitment to exceptional service. She stated, “FCU promises our members that we will always treat them with 'extra mile' service, and Glia’s modern technology directly supports that mission regardless of which channel a member chooses to contact us through.” This partnership not only aims to enhance user experience but also positions FCU’s agents to work more efficiently, boosting their productivity and confidence while concurrently delivering personalized service to members.

One of the standout features of this partnership is the seamless integration of Glia into CU*Answers, FCU’s online banking service. This streamlines the implementation process, allowing for a smooth transition to the new system.

The potential of Glia's responsible AI capabilities is expected to significantly transform the interaction experience for FCU. This includes advanced functionalities through Cortex AI, which equips agents with tools for automating workflows, handling wrap-up surveys, taking interaction notes, providing transfer summaries, and suggesting responses for both voice and digital interactions. These enhancements are aimed at saving agents substantial time and effort, while also providing valuable insights to managers, who can gather important data from interactions using straightforward natural language queries.

Dan Michaeli, CEO and co-founder of Glia, pointed out the critical importance of member interactions in maintaining loyalty and ensuring success within financial institutions. By adopting advanced technology and tools for facilitating effortless interactions across all channels, FCU not only elevates the member experience but also transforms how employees engage with members, which is essential in today’s fast-paced digital world.

As credit unions face evolving challenges in customer service, the partnership between Glia and FCU stands as a testament to innovative solutions that can enhance both member satisfaction and agent efficacy. By fostering a technology-driven environment, FCU is setting a new standard in member service, ensuring that they can thrive both now and in the future.

This partnership aligns with Glia's broader mission to modernize contact centers for financial services companies worldwide. With more than 500 partnerships established globally, Glia continues to be recognized for its contributions to enhancing customer experiences and driving meaningful business results within the financial services sector.

The union between Glia and FCU marks a significant step forward in transforming member interactions, paving the way for improved service delivery, and ultimately fostering a loyal member base. As technology continues to influence financial services dynamically, such collaborations will be integral to shaping the future landscape of customer interactions.