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The $230 million Expedition Credit Union in Mendota Heights, Minn., had a problem: It needed to update its digital banking platform, but knew this update would create friction for its 17,000 members.
Knowing the credit union would need additional member support during the digital transition, Expedition officials brought in the digital business solution organization Glia to connect the credit union's phone and digital interactions into a single platform.
According to a case study filed by Glia, "Expedition had previously deployed a chat solution, allowing members to connect directly with the support staff online. While chat alone was helpful for simple requests, such as helping members with account balance or login questions, it was not well suited for more complex concerns. Members unable to resolve an issue in chat had to make a phone call and start all over to continue, creating a digital disconnect."
The credit union used Glia's Interaction Platform, Call Center and Digital Customer Service to handle the digital transition.
In a joint statement from the credit union and Glia, 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," Expedition Vice President of Operations Chris Nelson said.
Even more importantly, the credit union's new digital-first member service approach is now able to seamlessly transition members to any channel within the same engagement, regardless of what channel they started the interaction in.
According to Expedition, it has seen an increase in member satisfaction since finalizing its digital banking transition.
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Michael Ogden
Editor-in-Chief at CU Times. To connect, email at [email protected]. As Editor-in-Chief of CU Times since 2016, Michael Ogden has led the editorial team in all aspects of content strategy and execution, including the creation of the publication’s exclusive and proprietary research database of the credit union industry’s economic landscape. Under Michael’s leadership, CU Times has successfully shifted to an all-digital editorial product with new focuses on the payments, fraud, lending and regulatory beats. Most recently, he introduced a data-focused editorial product for subscribers that breaks down credit union issues into hard data, allowing for a deeper and more factual narrative for readers. In 2024, he launched the "Shared Accounts With CU Times" podcast, which offers a fresh, inside-the-newsroom perspective through interviews with leaders from the credit union industry and the regulatory world. He dives into pressing credit union issues, while revealing the personalities working behind-the-scenes to push the credit union world forward. His background includes years as a radio and TV anchor/reporter and a public relations and digital/social media manager, where he covered the food and music industries, as well as cooperatives and credit unions. Over the years, he has launched numerous exclusive video and podcast series, including a successful series of interactive backstage interviews with musicians at music festivals, showcasing his social media and live streaming production skills.
