TwinStar Credit Union Partners with Glia to Set Up Remote Contact Center


Earlier this year, TwinStar Credit Union, based in Lacey, Washington, was in the initial stages of adopting Glia’s Digital Member Service platform to enhance member support when COVID-19 hit. After state-mandated “stay-at-home” orders went into effect, TwinStar had a total of four business days to transition its brick-and-mortar contact center to a remote operation — not a simple feat by any means.

Responding to the urgency of the situation, Glia stepped up to help TwinStar make that transition in record time, allowing the credit union to continue offering uninterrupted, high-quality service as volumes began to surge. Glia’s implementation process was so seamless that TwinStar was able to train its contact center agents on the various features, such as chat and CoBrowsing, in about 20 minutes.

“While Glia’s platform was one of the many tools that we deployed in ensuring service continuity to our members, it was incredibly significant as we experienced an unprecedented increase in demand on our digital channels without sacrificing the level of service that we provide daily,” said Aaron Mickelsen, TwinStar’s Director of Contact Center Operations.

Anthem recently sat down with Kevin Simms, Glia’s Director of Product Marketing, to hear more about the innovative platform that is creating a significant and rapidly expanding footprint in the credit union space.

Q. How does Glia’s platform help credit unions better serve their members?

  1. Glia provides digital customer service technology that is reinventing how credit unions support members online. One short-term benefit is the ability to rapidly enable at-home workers for member service continuity, like TwinStar and other credit unions did for the pandemic. Glia’s solution enriches member touchpoints on web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Credit unions use Glia to quickly maximize member satisfaction, decrease handle times, and improve conversions. That means more effective and satisfying member engagements that foster long-term member loyalty.

Q. Why is it more important than ever to make the member experience as frictionless as possible?

  1. COVID-19 turned everyone’s world upside down. Members have enough things to be concerned about without worrying about being able to manage their finances at their credit union. Whether members are using online banking for the first time, making inquiries about their finances, or applying for loans, offering online guidance and making the member experience as smooth as possible makes them feel at ease and strengthens relationships with the credit union.

Q. What makes Glia’s solution so easy/quick to implement?

  1. Glia’s platform was architected for easy implementation, as it uses a single line of code on a credit union’s web and mobile properties. The intuitive interface is easy to understand and use for representatives and members alike. Furthermore, Glia takes a partnering approach to understanding each client’s needs and actively helps them achieve their member service goals.

According to Mickelsen, that partnering approach makes all the difference.

“Our partnership with Glia to date has been a nothing but a pleasure. They have shown a commitment to serving us as their customer that is on par with how we serve our members. From the speed at which they enabled our usage of their platform to weekly stand-up calls providing best practice guidance and observations into how we can better serve our members via Glia, it’s been clear from the beginning that they take our success seriously.”

Watch the video testimonial below to hear more about TwinStar’s experience working with Glia.

To learn more about Glia, visit its Strategic Link partner page or contact Jason Smith, Vice President of Strategic Resources, at 208-286-6794.

Posted in Business Solutions, GoWest Solutions.