Dover Federal Credit Union Drives Steady Membership Growth with Shift from Chat to Full Digital Customer Service

Glia has helped Dover Federal Credit Union transition from a phone-based contact center with online chat capabilities to Glia's digital-first DCS platform. Members can now transition seamlessly between chat, OnScreen voice and video, with online collaboration tools, including CoBrowsing, bringing Dover Federal's "legendary service" to the digital realm.

The efficiencies of the Glia platform have resulted in an ongoing decrease in both the Average Handle Time, down 21% and falling, as well as the Average Wait Time which has dropped 40% to date. This has allowed the Dover Federal member services team to handle a 13% increase in engagements despite having fewer staff members. Glia is popular with the service team, providing the tools they need to become strategic guides in helping members online.

"Glia reshaped how we do business with its 100% digital-first approach. We reimagined everything and completely changed how we engage with our members. This allows us to leverage technology and be leading in our industry," said Tyler Kuhn, Chief Marketing and Digital Experience for Dover Federal Credit Union.

All-In with DCS

Based on the successful results across all digital channels with Glia, Dover Federal deployed Glia Phone to become 100% digital-first. The entire contact center, including the telephone system, is now part of the Glia platform. Even traditional telephone calls are now digital engagements, creating a single source of member data. This makes management, reporting and even staffing easier.

"By going 'all-in' with Glia's Digital Customer Service platform—including Glia Phone—Dover Federal Credit Union is a powerful example of the value a truly digital-first approach provides. Members are experiencing faster, better services across all channels and employee satisfaction is high," said Dan Michaeli, Co-Founder and CEO of Glia.