customer stories

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Learn how Apple Federal Credit Union improved member experience by replacing their legacy system with an all-in-one contact center platform.

Apple Federal Credit Union Customer

USE CASE

Digital Transformation

INDUSTRY

Financial Services & Insurance

INTEGRATION

Salesforce

KEY METRIC

↑ Overall satisfaction
↓ Average speed to answer
↓ Call abandonment
↓ Average hold time

Offering a personalized service which transforms banking from a chore into an experience.

Apple Federal Credit Union has been a not-for-profit, member-owned financial cooperative since 1956. Each member who chooses to join the Apple family is offered the attention and service that they deserve–from basic to complex financial situations. Their mission is to offer unique financial solutions, service, and advice which will exceed members’ needs helping to improve lives and fulfill dreams. Apple Federal Credit Union realized their legacy on-premise phone system layered with “band-aid” point solutions hindered their ability to support their members. Talkdesk offered the all-in-one cloud contact center they needed to drive innovation and focus on connecting with members.

"We began implementation in the spring of 2022, and Apple has already started to identify ways we’re delivering a better membership experience."

Nicole Safford AVP Member Solutions Center at Apple Federal Credit Union

A member-first experience with Talkdesk Financial Services Experience Cloud.

0.

OSAT increase from 8.5 to 9.25

0.

Average speed of answer (ASA) decreased from 8.28 minute to 5.17 minutes

0.%

Call abandonment rate decreased from 26.1% to 14.1%

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Average hold time decreased from 146 seconds to 103 seconds

Apple Federal Union Customer Story

Hear directly from Nicole Stafford, AVP Member Solutions Center at Apple Federal Credit Union.