Member service is a top priority at Dover Federal Credit Union, a Delaware institution first chartered in 1958 by Dover Air Force Base employees. “We believe that our members deserve better than good. They deserve “legendary” [member service], Dover Federal states as part of its core values.
Serving a growing membership base, currently exceeding 43,000, Dover Federal has continuously sought technology solutions that could help deliver exceptional service. Building on its existing phone-based contact center, the credit union added online chat for remote customers several years ago and was exploring a video banking solution.
An evaluation of Glia’s seamless Digital Customer Service (DCS) platform inspired Dover Federal to rethink the scope of the project and embrace a digital-first strategy that streamlines the online member experience and creates new efficiencies. The credit union recognized an opportunity to remove friction points and deliver ‘legendary’ member service.
Glia’s platform overcomes the limitations of traditional phone + multichannel point solutions with a fully digital solution that allows members to effortlessly transition between Chat, OnScreen Voice and Video. They no longer are forced to make a separate phone call to reach a representative if they get stuck in chat, for example. With Glia, they simply transition with the same representative.
Glia provides online collaboration features that help reps guide members, quickly find resources and even accelerate resolution times. Live Observation allows reps to see the same screen as members within the Dover Federal website to quickly understand how to best provide support. With member consent, CoBrowsing empowers reps to help members navigate the site, find online resources and even complete forms, such as a loan application.
Live Observation and CoBrowsing have changed the game for member service and has proven popular with the member support team. Reps at Dover Federal have become more efficient and employee satisfaction has gone up significantly.
Digital-first efficiencies have driven an ongoing decrease in both Average Handle Time, down by more than 1 minute and continuing to decrease monthly, as well as a 40% reduction in the Average Wait Time. Dover Federal is able to handle a growing volume of digital member engagements without adding staff.
After much success with the platform, Dover Federal took the final step, deploying Glia Phone to become 100% digital-first. The entire contact center, including the telephone system, is built on the Glia platform. Even traditional phone calls become digital engagements through this approach. As a result, Dover Federal has a single source of customer data that makes reporting, planning and even staffing easier.
“Reporting gets better every day and we are really seeing the benefits of Glia’s seamless Digital-First platform. It’s helped us improve our employee experience, manage member support and most importantly, deliver the “legendary” member service that we always strive for,” said Nicholas Dolph, Member Experience Manager.
