When Heritage Federal Credit Union overhauled its member support systems, the goal wasn’t more tech. It was better conversations.
By partnering with Glia, they moved away from traditional phone trees and toward seamless, on-screen engagement. Calls, chat, and video now happen in one place, without customers needing to repeat themselves or switch devices. The result?
- 96% customer satisfaction
- 70% drop in call abandonment
- 10% jump in daily productivity for their support team
That kind of outcome isn’t just impressive for a financial institution. It’s a blueprint for how small and midsize businesses can rethink customer experience with the right approach to technology.
The Lesson: Don’t Add Tools, Fix the Process
Many small business leaders come to Salt Peak because they’ve added tools, but things still feel messy. Calls go unanswered, chats sit idle, and customers get lost between systems.
The real problem isn’t the software. It’s how the software fits or doesn’t fit into your daily operations.
Heritage FCU didn’t just buy a new platform. They reworked how their teams interacted with members, designed better handoffs between channels, and made the customer experience feel consistent and human. That’s the part most businesses skip.
Where to Start: Simplify First, Then Layer
Before you add another tool to your stack, ask yourself:
- Are our existing tools helping or slowing us down?
- Do customers get stuck, bounce between channels, or wait too long?
- Does our team have to work around the system to get results?
If the answer to any of those is yes, it’s time to zoom out.
At Salt Peak, we specialize in helping you identify what’s working, what’s not, and what needs to happen next. Sometimes that means consolidating your tools. Sometimes it means rethinking how your team interacts with clients across phone, chat, web, and more.
The Bottom Line: Good Tech Doesn’t Work in a Vacuum
You don’t have to be a credit union to deliver excellent service. You need clear processes, well-integrated tools, and a support team that’s set up to succeed.
We can help with that. Whether you’re in legal, financial, healthcare, or professional services, our job is to help your tech work the way your business works.
Let’s map out your customer experience strategy.
Book a consult today or send us a note at info@saltpeak.net.
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